Can snippets of calls be added to call collections in ECI?

In the context of Enhanced Call Insight (ECI) within Salesforce, the functionality regarding call collections is designed to maintain the integrity and context of the conversations recorded. Typically, ECI allows users to add entire calls to these collections rather than permitting selection of snippets or segments from those calls. This approach ensures that all aspects of a conversation remain intact and provides a complete picture for review, analysis, and training purposes.

The rationale for this design choice is rooted in ensuring that the nuances and developments throughout a call are preserved, which is crucial for quality assurance and understanding customer interactions fully. This complete view aids in better assessments and training opportunities by allowing listeners to evaluate the entire context of a call, rather than just isolated snippets that might lack critical details or context.

Other options, like customizing snippets or allowing only brief excerpts, do not align with this comprehensive approach that ECI aims to provide. The system is fundamentally built to emphasize the importance of overall conversation quality and content, rather than breaking down calls into fragments that could misrepresent the interactions.