How to view and analyze Call Transcription Follow

Reviewing and analyzing call transcriptions is essential for gaining insights into customer interactions and team performance. The ability to view detailed transcriptions allows users to effectively collaborate on calls, respond to comments, and take action based on the insights gathered. This article provides a comprehensive guide on how to view and analyze call transcription details, along with key features and business rules for better utilization.

Topics Covered:  

• Transcription Details
• Transcription Player
• Call Summary
• Key Questions
• Action Items
• Action Item Details and Functionality
• Transcripts
• Comments
• Call Intelligence 

To Navigate to the Call Transcriptions Section,

• Navigate to the Conversations Icon on the left menu bar
• Click on Call Transcriptions
• Click on the Transcription you want to see the detailed view for. 

Transcription Details:

• The title of the transcription is displayed at the top, with a back button allowing you to return to the previous screen (e.g., the listing page).
• The transcription details screen contains several key components to display various information:
  • Header
  • Player
  • Call Summary
  • Transcripts
  • Comments
  • Call Intelligence
• You can preview the transcription by clicking the "Click to view transcription" icon at the top of the activity. This opens a preview of the transcription, displaying all details except the header section.

• The system allows you to navigate between transcriptions using the next and previous buttons, similar to other modules.

Transcription Player

The Player is an interactive component allowing you to:

• Listen to the transcribed call.
• Review participant details.

For more information on how to use the transcription player, refer to the Call Transcription Player documentation.

Call Summary

If Sandy (AI-powered feature) is enabled in your plan, a Call Summary option will be available:

• Click Generate Summary to create an automatic summary of the call.
• If the call is too short or lacks dialogue, an alert will notify you that the summary cannot be generated.
• If Sandy is not enabled, this section will not appear.

Key Questions

The Key Questions section identifies significant questions discussed in the call (excluding basic pleasantries like "How are you?"). Each key question is timestamped, and you can click on it to listen to the part of the call where it was discussed. If no key questions are identified, this section will not appear.

Action Items

This section displays tasks or follow-up items mentioned during the call (e.g., "schedule a follow-up," "share proposal"). Each action item is timestamped, and clicking on it will play the corresponding part of the call. You can act directly by clicking on the item, which will open an activity form with pre-filled details.

Transcripts

This section displays the complete call transcript, broken down by each speaker’s dialogue. Key features include:

• Timestamp: Each transcript segment is accompanied by the timestamp of when it was spoken.
• Comments/Reactions: You can view and add comments or reactions to individual transcript segments.
• Audio Controls: Click on a transcript section to skip to that part of the call. You can also drag the handle along the player to listen to specific parts of the recording.
• Search/Filter: Easily search and filter specific segments of the transcript.

When the call is played, the transcripts will automatically highlight the segment currently being played.

Comments

The Comments tab displays all comments added to the transcription, including threads of discussion. The most recent comment will appear at the bottom of the list. For more details, refer to the About Comments documentation.

Call Intelligence

This section provides valuable insights derived from the AI analysis of the call:

• Talk Speed: Shows the number of words per minute spoken by each participant. This helps identify how fast or slow a participant speaks.
• Customer Sentiment: Analyzes the sentiment of the customer’s responses, categorized as Positive, negative, or neutral.
  • The average sentiment score is provided on a scale of -5 (negative) to 5 (positive).
• Interruption Frequency: Measures how often participants interrupt each other during the conversation.
• Switches per Call/Engagement: This shows how often the conversation switches between the customer and the sales rep.
• Talk Ratio: Displays the percentage of time each user spoke during the call.
• Talk-to-Listen Ratio: Indicates the balance between talking and listening. A ratio lower than 50% is green (good listening), while a ratio higher than 50% is red (too much talking).
• Longest Monologue (User/Customer): Displays the longest time a participant spoke during the conversation, helping identify potential issues in the communication dynamic.
• Pause Before Speaking: The average pause time before a participant speaks, showing if there is enough time for the other party to finish.