VoIP - Call Transcription
The transcript is a step carried out after the call. It allows the conversation to be turned into text, enabling reading, analysis, and research of the topics discussed during the service interaction.
Below are the steps to access the call history and view a transcript.
Transcript
In the Transcriptarea, there is a space to view the Call summary, which condenses the main information discussed in a direct and objective way.
In the tabs above, it is possible to change the view to Script or Conversation, allowing you to see the full call transcript.
Script: organizes the content in a structured way.
Conversation: shows the dialogue exactly as it occurred between agent and contact.
If needed, the transcript area also has a prompt field on the side, where it is possible to ask questions to Artificial Intelligence about the call.
The AI can answer both about explicit information from the conversation and about implicit details that may have gone unnoticed.
Scores
The scores analyze different aspects of call quality.
Objectivity Evaluates the consistency of the main topic discussed in the call.
Resolution Measures the quality of the solutions found for the presented problem.
Engagement Analyzes the level of interest and participation of the contact during the call.
Assertiveness Evaluates how direct and precise the agent was when addressing the subject.
Clarity Measures the ability to communicate clearly and understandably.
Language fillers Analyzes the frequency of repeated words or expressions without informational value.
Persuasion Evaluates the agent's ability to convince the contact to make a decision.
Metrics
Total duration Total call time.
Total words Total number of words spoken during the conversation.
Talk time Time during which there was active speaking, excluding moments of silence.
Agent / Contact (time) How long each participant spoke during the call.
Words per person Number of words spoken by each side of the conversation.
Speed (WPM) Speaking pace measured in words per minute.
Silence time Pauses during the conversation, which may indicate hesitation, reflection, or lack of engagement.
Charts
The charts help visualize call behavior.
Speech vs Silence Shows the balance between active conversation and pauses.
Participation by time Indicates who dominated the conversation: agent or contact.
Words spoken Shows the proportion of words used by each participant.
💡 Insights
Improvements Suggestions on what the agent can do better in future calls.
Actions Recommended next steps, such as follow-up, CRM updates, or new interactions.
Suggestions Practical guidance to improve service and increase the chances of conversion.
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