Review a call

When you open a call from the list, the recording and its transcript are on the left, and the summary and the score are on the right. Everything is linked: each score leads to the line that explains it, and each line leads to its moment in the audio.

The player draws the whole call. Flat stretches are silence, and the dots mark the moment that justifies each criterion: click one to jump there.

• Playback speed, to listen faster.
• Skip silences, so you do not wait through the pauses.

Below it are four measures of the conversation: Who speaks (the share of the time taken by the agent and by the customer), Silence, Speed in words per minute, and Longest monologue.

Each turn shows who says it and at what point in the call. Click any line to listen from there. The transcript search finds text within this call.

The voices are shown as Agent and Customer when the analysis has been able to tell them apart. Otherwise you see Speaker 1 and Speaker 2.

On the right is what the analysis understood from the call:

• Summary of what happened, in one paragraph.
• Topic: the main topic of the call.
• Outcome: resolved, follow-up agreed, escalated or unresolved.
• Customer: how they felt at the start and at the end.
• Next step, if one was agreed.

The total score, from 0 to 100, is followed by the list of the template’s criteria. When you open a criterion you see:

• The points it earned and the points available.
• The AI’s explanation.
• The line from the call that it relies on, with Listen to hear that moment.
• The Knowledge document it was judged against, if the criterion consults one.

Mandatory criteria carry the Mandatory tag. Below the criteria, under Noted in this call, are the data fields the template asks for.

If a criterion does not link to any line, the AI either did not point to a specific one or cited one that was not in the transcript. The score is still there, but it is best to listen to the call before you accept it.

If you disagree with a score, click Correct the score, change the criterion’s points and, if you want, write why. The total score is recalculated.

The AI’s figure is not lost: it stays next to yours (“Corrected by hand. The AI gave 4.”). That way you can always see what a person decided and what the machine decided.

Analyze again scores the call again with the template that applies to it right now. Use it after changing the template or moving the call to another campaign.

When you have listened to a call from the queue, click Mark as reviewed. The call leaves To review, and the time it was reviewed is recorded.

If you came in from the queue, the arrows at the top move to the previous call or the next one without going back to the list.

Send to the agent opens an email addressed to the agent with the link to the call and its score. For this to work, the agent’s email must be entered in Team.

In Details, at the bottom of the right column:

• Change campaign or agent refiles the call.
• Delete call permanently deletes the recording, the transcript and the analysis.