Working with Call Transcription Player Follow

The Call Transcription Player is a powerful tool that enables users to review call recordings, analyze participant interactions, and collaborate through comments and reactions. This article breaks down the player's business rules, features, and functionality to ensure you can make the most of it.

Key Features of the Call Transcription Player

• Playback and Transcript Highlighting
• Trackers
• Comments
• Emoji Reactions
• Participant Information
• Identify Participants
• Player Controls

Playback and Transcript Highlighting

• When a call recording is played, the transcription highlights the current speaker's segment in real time, synchronizing playback with the transcript.
• If the call recording has been deleted, a message will appear stating, “Call recording not found.” The player is hidden in such cases, but the transcription remains accessible.

Trackers

• Any detected trackers (keywords or events) during the call are displayed on the timeline at the corresponding timestamps.
• Trackers are visually distinguished using icons or highlighted text for easy identification.
• You can add trackers at any point during the playback by selecting a tracker and associating it with the relevant dialogue or sentence.

Comments

• Comments added by users are shown on the player timeline at the exact points where they were added.
• The user's avatar is displayed next to the comment to identify the contributor.
• You can add comments at any point during playback, which will be timestamped and linked to the relevant part of the call.

Emoji Reactions

• Add emoji reactions at any point while playing the call, and they will be placed on the timeline at the corresponding timestamp.
• You can select emojis from the library or use single-click favorites for faster reactions.
• All emoji reactions are visible to all users with access to the call recording.

Participant Information

The player displays detailed information about the call participants and their involvement during the call.

• Timeline of Each Participant:

  • The player shows the timeline of each participant and the segments where they spoke.

• Participant Identification:

  • The system automatically identifies the call participants based on available data.
  • It detects users who initiated or received the call in Salesmate and displays their name and role.
  • If the system cannot detect a participant (e.g., a customer), they will be labeled as “Participant 1, Participant 2, etc.”.

• Talk Time Percentage:

  • A percentage value is displayed next to each participant, indicating the duration they spoke during the call out of the total call duration.

• Timeline Segmentation:

  • • Different colors are used to distinguish each participant’s speech segments on the timeline.
    • Each colored segment is clickable, allowing you to navigate directly to that part of the call.

Identify Participants

For unidentified participants, you can manually set their identities.

• Set Participant Identity:
  • Hover over the participant's name and select their identity from the list of active users or contacts.
  • You can search by name or email and select the correct participant.

• Create New Contact:

  • If the participant is not in the system, you can create a new contact by clicking +Create new contact.
  • After saving, the participant’s identity will be updated across the system, including in the transcript and on the player timeline.
• Reassign Participant Identity:
  • You can update the participant's identity in the future by following the steps mentioned above.

Player Controls

The Call Transcription Player comes with a variety of controls to make the playback experience more efficient.

• Play/Pause Button:

  • A play/pause button is available to start and stop the playback.

• Seek Controls:

  • Buttons to move the playback forward by 10 seconds or backward by 10 seconds are available for quick navigation.

• Volume Control:

  • You can adjust the audio volume using the volume control slider.

• Playback Speed Control:

  • The player allows you to adjust the playback speed, with options ranging from 0.25x to 2x (e.g., 0.5x, 0.75x, 1x, 1.25x, 1.5x, 1.75x, 2x).

• Compact/Expanded View:

  • You can expand or collapse the player interface to choose between a detailed or compact view.
  • In the compact view, participant information is not displayed.

• Current Timestamp:

  • The current timestamp of the playback is displayed to indicate the exact position of the playback.

• Draggable Pointer:

  • The player includes a draggable pointer to indicate the current playback time, allowing users to seek forward or backward by dragging the pointer.