Call Transcription Insights: Transcribe and Flag Your Calls

Call Transcription Insights: Transcribe and Flag Your Calls

Enable transcription, choose keyword and call filters, then find transcripts and analysis for eligible calls.

Call Transcription Insights converts eligible calls into text and can flag words or phrases for review. Configure the call filters first, then check a processed call to confirm that its transcript is available.

Configure transcription

1. Open Settings → Integrations → Call Transcription Insights → Manage.
2. Turn on Enable call analytics jobs. Review Emails to notify and add the recipients who should receive flagged-call notices.
3. Under Words or phrases, add the terms you want reviewed. The form states that a match spoken by either party can flag the call and send an email.
4. Set Direction to Any, Inbound or Outbound. Set Minimum call duration in seconds; the form indicates that 0 includes every duration. Use Save settings to keep the configuration.

Choose words that are meaningful for your business. A word match is a reason to review the conversation; it does not establish the customer's intent or prove a problem occurred.

Find the transcript and analysis

Open AI → Call Intelligence → Calls, find a processed call and choose View detail. Use Transcript to read what was transcribed. When an analyst has processed the call, compare AI Analysis with the transcript and review Coaching Plan for suggested improvements.

Transcription and analysis are separate processing steps. For scored results, configure an analyst and its call targets in Call Intelligence.

If a transcript or analysis is missing

Check that transcription is enabled, the call matches the direction and minimum-duration filters, and processing has had time to finish. Then check the date filters in the call list. For missing analysis, also check the analyst and its selected numbers or extensions.

Saving settings does not demonstrate that historical calls were reprocessed. Check a newly completed eligible call when confirming the setup. Review the AI usage report and wallet for processing usage in your account.

Continue with these guides

• Create and Test a Call Intelligence Analyst