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Call Transcriptions

The Call Transcriptions tab pairs with Call Logs to provide verbatim transcripts of voice sessions. Use it to audit conversations, coach agents, or extract product feedback.

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Accessing Transcripts

  1. Navigate to Insights and select an agent.
  2. Click the Call Transcriptions tab.
  3. Set the date filter to the desired range.
Calls without transcription (e.g., if recording was disabled) won’t appear in the list.

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Reading a Transcript

  • Click any row to open the full transcript in a side panel.
  • Each utterance is timestamped and labelled by speaker (caller vs agent).
  • Long sessions include a scrollable timeline; you can jump to specific timestamps directly from the transcript if playback is available.

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Search and Filters

  • Use the search bar to look for keywords or phrases—handy for spotting mentions of specific products, bugs, or compliance terms.
  • Combine search with the date filter to narrow results to a particular campaign or incident.

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Export Options

  • Many workspaces provide a Download button per transcript, exporting in TXT or PDF.
  • For bulk exports, use the Export Call Logs button in the Call Logs tab, then reference the transcript IDs provided.

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Compliance and Governance

  • Data Retention: Follow your organization’s retention policy—transcripts may need periodic deletion or archiving.
  • PII Handling: If transcripts contain personal data, mask or redact before sharing with external teams.
  • Quality Assurance: Share anonymized snippets with training teams to reinforce best practices or highlight improvement areas.

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Best Practices

  • Routine Reviews: Sample transcripts weekly to check tone, accuracy, and policy adherence.
  • Tagging: Create a tagging system (e.g., “billing”, “escalation”) to categorize transcripts for faster retrieval later.
  • Feedback Loop: Forward notable scenarios to product, legal, or customer success teams to close the loop on user feedback.
  • Integration: Sync important transcripts to your CRM or ticketing system so account owners can review conversations in context.

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Troubleshooting

  • Transcript Missing: Ensure call recording/transcription was enabled in your telephony integration at the time of the call.
  • Poor Accuracy: Background noise or overlapping speech can reduce transcription quality—encourage callers to use headsets where possible.
  • File Won’t Download: Try again after refreshing the page or clear your browser cache; large transcripts may take a moment to generate.
Leverage Call Transcriptions alongside Call Logs to maintain a complete, searchable history of spoken interactions with your customers.