Dashboard and Call Recordings

Purpose of This Article

This article explains how to use the EMMA dashboard, what you can view and monitor, how recordings and transcripts are stored, and how to manage access for your team.

Accessing the Dashboard

Ask your QuantumLoop. account manager for the link to access your dashboard.

Login credentials are shared during onboarding. Each user receives a username and a password sent in a separate email.

The dashboard uses two-factor authentication (2FA). When logging in, users will be asked to enter a verification code sent to their registered email address. This is required every time you log in and cannot be bypassed.

If a user does not receive their verification code, ask them to check their spam or junk folder before contacting the QuantumLoopAi team.

What You Can See on the Dashboard

The dashboard gives your team visibility of all EMMA activity, including:

• Calls handled by EMMA and overall call volumes
• Call transcripts and recordings
• Patient request submissions
• Call types such as medical, admin, and routine enquiries
• Performance metrics including call durations and outcomes
• Operational data and graphs for reporting

All recordings are stored centrally and securely. There is one recording per call, covering the portion of the call handled by EMMA. Calls forwarded to reception are also recorded to ensure patient and practice conversations are captured.

Who Should Have Access

Dashboard access is entirely your surgery's decision. There is no requirement to follow any particular setup. As a guide:

• Reception staff benefit from dashboard access so they can review call transcripts when a patient is transferred mid-call, allowing them to understand the context before speaking to the patient.
• Administrative staff can use the dashboard to access operational data, graphs, and performance metrics.
• Clinicians and GP partners can be given access if they wish to review recordings, transcripts, or call data.

Access can be configured to suit the needs of your team. Not all staff need dashboard access to use EMMA effectively.

Access Levels

There are two levels of dashboard access:

• Level 1 access provides standard viewing of calls, transcripts, and submissions.
• Level 2 (admin) access provides full access including the ability to translate transcripts from other languages into English.

All patient submissions are processed and delivered to your team in English regardless of the language used during the call. Transcript translation is only relevant if staff wish to review the full text of a call conducted in another language.

Adding and Removing Dashboard Users

Dashboard users can be added or removed at any time by contacting the QuantumLoopAi support team. There is no limit on the number of users your surgery can have.

When requesting a new user to be added, provide their name, email address, and the access level required.

Call Recordings: Storage and Retention

Call recordings are stored securely in a centralised Azure environment. All recordings are encrypted and held within NHS-approved UK data centres.

The retention period for call recordings is agreed at the time of contract and can range from 30 days up to several years depending on your selected plan.

Transcripts are permanently retained and are never deleted, regardless of the recording retention period selected.

Performance metrics are also retained long-term and are never erased, even if recordings are deleted after their retention period.

If your surgery requires recordings to be kept for 12 months or longer to meet NHS complaints procedure requirements, this must be confirmed with QuantumLoopAi at the time of contract so the appropriate retention period can be selected.

Transcripts When a Call Is Transferred Mid-Conversation

If a patient is transferred to reception before EMMA has completed a submission, the transcript and recording of the call become available on the dashboard within seconds of the transfer. Reception staff with dashboard access can review what was already discussed before speaking to the patient.

Troubleshooting

A user cannot log in to the dashboard. Ask them to check that they are using the correct email address and that their verification code has not gone to spam or junk. If the issue continues, contact the QuantumLoopAi team with the user's name and email address.

A user is not receiving their 2FA verification code. Ask them to check their spam or junk folder. If the email is not there, contact the QuantumLoopAi team and we will investigate.

A call recording is missing from the dashboard. Contact the QuantumLoopAi team with the date, time, and phone number for the call. We will investigate and advise.

We cannot find a transcript for a specific call. Use the search and filter functions on the dashboard to locate the call. If you are still unable to find it, contact the QuantumLoopAi team with the call details.

We need to extend our recording retention period. Contact the QuantumLoopAi team as soon as possible. Retention periods should ideally be confirmed at the time of contract. We will advise on the options available.

FAQs

Can we download call recordings? Contact the QuantumLoopAi team if you need to export or download specific recordings for complaints or governance purposes.

Can transcripts be searched by patient name? Yes. The dashboard includes search and filter functionality to help you locate specific calls and transcripts.

Are transcripts available immediately after a call? Yes. Transcripts and recordings are available on the dashboard within seconds of a call completing or being transferred.

What happens to recordings after the retention period ends? Recordings are permanently deleted after the agreed retention period. Transcripts and metrics are not affected and remain accessible indefinitely.

Can we translate a transcript into English? Yes, for users with Level 2 admin access. This feature is currently in development for Level 1 access. Contact the QuantumLoopAi team if you need a transcript translated in the meantime.