A consultant enables conversation intelligence and configures keyword tracking for a sales team that takes calls through both Microsoft Teams and a third-party telephony provider connected via a call recording integration. After a month, transcripts and keyword insights are appearing only for the Teams calls; the telephony provider's calls show no analysis at all. What is the most likely reason?
Select an answer to reveal the explanation.
Short Explanation
When one channel produces full insights and another produces nothing at all, that all-or-nothing pattern is a strong sign the second channel was never actually plugged in, rather than being analyzed differently or hidden somewhere. Conversation intelligence has to be told about a call source before it can listen to it, and Teams comes wired in by default while an outside phone system needs its own recording connector set up and authorized first. If that setup step was skipped or left half-finished, those calls are invisible to the feature from the start, not filtered out for being too short or bucketed into some separate premium view. The fix is straightforward once you see it this way: go check whether the third-party provider is actually registered as a connected call source, because a missing connection explains a total blackout far better than any theory involving call length, setup order, or licensing tiers for a dashboard that does not exist.
Full Explanation
The correct answer is B. Conversation intelligence only analyzes calls from channels it is explicitly connected to; Teams calls are natively supported, but a third-party telephony provider requires its own recording connector to be set up and authorized before its calls are ingested for transcription and keyword analysis. If that connector was never configured, or was only partially configured, the provider's calls simply never enter the analysis pipeline, which matches the observed pattern of complete silence on that channel. Option A is incorrect because keyword tracking is not limited to a single channel based on setup order; multiple properly connected channels are each analyzed independently. Option C is incorrect because conversation intelligence does not filter calls by a relative length threshold tied to the team average; call duration is not the gating factor here. Option D is incorrect because there is no separate hidden, premium-gated dashboard for a specific channel's results; if a channel is connected and licensed, its insights appear in the same conversation intelligence views as any other analyzed call.