How to review calls and transcripts
Quick answer
To review a call:
- Select Calls in the sidebar.
- Search or use Filter to find the call.
- Open it and read the Transcript or Summary.
- Use the row menu to Flag for follow-up if something went wrong.
Calls lists every call your agents answered, with recordings, transcripts and summaries. Reviewing a few calls each week is the fastest way to improve your agent: you hear what customers really ask, spot wrong answers and fix them at the source.
Find a call
- Select Calls in the sidebar.
- Pick a view: All, Flagged, Short calls or Recaps (new recaps show a badge).
- Search by caller, phone, email or summary. Search doesn't look inside full transcripts yet.
- Select Filter to narrow by Agent, Caller mood, Language or Duration, and choose a Date range. Turn on Include test calls to see your own tests.
The list shows the caller, agent, start time, duration, mood, language, summary and where the call Came from.
You can also open a single agent's calls from its Calls tab, with quick filters for All, Flagged and Recaps. Short calls are usually hang-ups or wrong numbers, so the Short calls view is a handy way to check whether callers drop off during the greeting.
Read a call
Select a call to open it. The drawer has four tabs:
Tab | What it shows |
|---|---|
Transcript | Everything said on the call. Download the transcript or the recording from here. |
Summary | A written summary from Cypher N. Select Regenerate summary if you want a fresh one. |
Key details | Name, phone, email, website, language and mood the caller shared. Copy all copies them. |
Caller | Whether this is a returning caller, their other calls, and Open contact. |
Flag a call and teach the agent
- In the call list, open the row menu and select Flag for follow-up.
- Choose a reason, such as Gave a wrong answer, Missed a booking or Should have handed over, and add a note.
- Open the flagged call and use Teach the agent to Add an FAQ answer, Add a topic to avoid, Change the goal or Add a hand-over rule.
- To keep checking the fix, select Create a check from this call.
Teaching from a real call is the most reliable way to improve your agent, because the fix targets exactly what customers asked. After you apply a change, make a test call with the same question to hear the new answer. To work through several calls at once, select them in the list and use the bulk actions to flag them, export them or download their transcripts.
Export or delete call data
- Export CSV downloads the filtered list (date, caller, phone, email, agent, duration, mood, language, source, flagged and summary). Exports are limited to 2,000 calls, so narrow the dates for larger ranges.
- To delete a call's data, open the row menu and select Delete recording & transcript…, type DELETE and select Delete permanently. The recording, transcript, summary and details are removed. The call's date, length and mood are kept so your totals stay correct.
Common questions
Why is a call missing its summary?
Summaries can take a moment after the call ends. If the Summary tab says it's still processing, check back shortly. Very short calls, or calls where nobody spoke, may have no transcript or summary at all.