Why is my live call not appearing in ASSIST? |
User initials → Log into Position and select the workstation that they are working at. If the user is logged into their position and the active call is not appearing, try refreshing the page. This can occasionally occur if calls are close together. |
Why is there no transcription for my non-English call? |
User must click Detect Language or manually select the desired language in the dropdown above the transcript in order to see that language transcribed on the screen. Once the correct language is detected, all non-English audio up to that point will be re-transcribed in that language. |
Why is no Guidecard appearing during my call? |
In order to troubleshoot this, first confirm the following:
If an agency is using a CAD integration with Assist, they must also ensure the incident type selected in the CAD system matches a Guidecard within Knowledge. |
When does ASSIST fill in answers to Guidecard questions? |
ASSIST generates answers as soon as it hears something in the transcript that answers the question. You don’t need to wait for the caller to finish speaking or for you to move to the next question — ASSIST continuously analyzes the conversation in real time. |
Do call-takers have to ask questions exactly as written? |
No. ASSIST is focused on whether the information was obtained, not strict script compliance. If the caller volunteers information, ASSIST can still fill out the related fields even if the call-taker never asked the question directly. |
Does ASSIST process every call, even if no one is watching? |
For performance optimization, ASSIST does not run all features in real time if nobody is viewing the call. What still runs (even with no viewers):
What pauses until someone views the call:
When does processing resume?
As soon as a user opens the call in ASSIST, features activate and catch up on the transcript. If nobody was present during the course of the call, guidecards and reminder assistants will not show after the call is complete. |
Can I change answers after a call ends? |
No. Answers can only be overridden during live calls. Once the call disconnects, answers lock and cannot be modified. This ensures the integrity of QA evaluations. |
Which Guidecard is used in the QA evaluations if I switch mid-call? |
Only the last Guidecard that was active when the call ended is used for evaluation. (See “Overriding a Guidecard During an Active Call” for details.) |
What happens if I log into a position someone else is using? |
You will “kick them out.” If you proceed, they are logged out immediately and you are logged in. Use this carefully and only for legitimate reasons (shift changes, emergencies, etc.). |
Do simulation calls appear in the Calls Dashboard? |
Yes. Simulation calls appear in the dashboard, but supervisors/admins can toggle simulations on or off to focus on live 911 operations. |
Assist is showing that I am in active call even when I am not, how do I end it? |
Sometimes the telephony integration causes calls to become stuck depending on the phone system used. If this happens, the red connection button at the top of the active call screen will allow you to disconnect the call from the Assist application.
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