> For the complete documentation index, see [llms.txt](https://docs.sprinthub.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.sprinthub.com/en/topics/general/voip/voip-call-transcription.md).

# VoIP - Call Transcription

The **transcription** 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 interaction.

{% hint style="danger" %}

### Requirements for using Transcription

The transcription feature uses the artificial intelligence service from **OpenAI**.

For it to work properly, it is necessary to:

* Have the **AI module active** in the system
* Configure the **OpenAI API key** in **Integrations**

Without these settings, call transcription will not be performed.
{% endhint %}

{% content-ref url="/pages/67e643942ec3b7300bed00b9a783aee22e25cd7c" %}
[Integrations - Chat GPT](/en/topics/integrations/integrations-artificial-intelligence-apis/integrations-chat-gpt.md)
{% endcontent-ref %}

***

Below are the steps to access the **call history** and view a transcription.

{% embed url="<https://youtu.be/YhxccoIAufE>" %}

***

### Transcription

In the **Transcription**, there is a space to view the **Call summary**, which condenses the main information covered in a direct and objective way.

![img1](https://i.ibb.co/qLXP18vb/img1.png)

In the tabs above, it is possible to change the view to **Script** or **Conversation**, allowing you to see the full call transcription.

* **Script**: organizes the content in a structured way.
* **Conversation**: shows the dialogue exactly as it happened between the agent and the contact.

![img2](https://i.ibb.co/ccXjcTnW/img2.png)

If needed, the transcription area also has a **prompt field** on the side, where it is possible to ask questions to the **Artificial Intelligence** about the call.

The AI can answer both about **explicit information from the conversation** as well as about **implicit details** that may have gone unnoticed.

![img3](https://i.ibb.co/CpRmdNQ6/img3.png)

***

## Scores

The scores analyze different aspects of call quality.

![img4](https://i.ibb.co/MxHJ9NhL/img4.png)

**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 contact's level of interest and participation during the call.

**Assertiveness**\
Evaluates how direct and precise the agent was when addressing the topic.

**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

![img5](https://i.ibb.co/hJNNGWDR/img5.png)

**Total duration**\
Total call time.

**Total words**\
Total number of words spoken during the conversation.

**Speaking time**\
Time during which there was active speech, disregarding 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 rate 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 over time**\
Indicates who dominated the conversation: **agent or contact**.

**Spoken words**\
Shows the proportion of words used by each participant.

***

## 💡 Insights

![img6](https://i.ibb.co/whjDp9pc/img6.png)

**Improvements**\
Suggestions on what the agent can do better in future calls.

**Actions**\
Recommended next steps, such as **follow-up, updating the CRM, or new interactions**.

**Suggestions**\
Practical guidance to improve service and **increase the chances of conversion**.

***


---

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