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- Call summary. The call summary element consists of Call Overview and Call Time Breakdown areas.
- Categorization of the contents of the recording. Categories relate to defined phrases that an agent or customer uses during a call.
- Event timeline, including call recording (start, pause, resume, stop), transfer, consult, alternate, and hold events.
- Voice visualization. The voice visualization element is a graphical representation of the recording showing which party spoke and when.
- Conversation transcript. A transcript of the recording displaying the words spoken by each party.
- Sentiment summary. If enabled for your account, you can see a summary of the sentiment during a call. For information about the sentiment summary, see Sentiment analysis.
- Conversation summary. If enabled for your account, you can request an AI summary of the conversation, including key topics and follow-up actions.
Multi-language support
Conversation Analyzer can transcribe conversations in various languages. Conversation Analyzer cannot automatically detect the language of a call recording. To properly transcribe a recording in the correct language, the call must be tagged with the correct language. The language that the call is tagged with determines the transcription profile that Conversation Analyzer uses.
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