Analyzing voice interactions and voicemail recordings
Provisioned feature
The feature described on this page may not be enabled for all accounts. Access depends on your current license level or specific account configuration.
Overview
For voice interactions, Conversation Analyzer transcribes calls and voicemails with speaker separation, enabling detailed analysis of customer-agent conversations.
Analyzed calls and voicemails are marked with a document icon in the Type column of the Interaction Content area.
The analysis includes:
A display of all categories and subcategories linked to the profile. Identified categories are automatically sorted to the top of the list for immediate visibility.
A visual map of the call showing precisely when the agent spoke, the customer spoke, and when there were periods of silence or talkover (overlapping speech).
A full interaction transcript with matched keywords and phrases highlighted in category-specific colors.
A donut chart providing a quantitative breakdown of the interaction's metrics, including relative talk time, silence, and interruptions.
A summary of time spent across the interaction journey, including Hold time and Talk time.
Agent-provided disposition codes and notes, with the option to generate AI-powered summaries (including key topics and follow-up actions) for eligible calls.
For information, see Listening to, viewing, and commenting on interaction content.
Prerequisites
To access and analyze voice recordings, you must:
Have Conversation Analyzer enabled for your account.
Configure Conversation Analyzer processing for your agents:
Navigate to User Admin > Agent Settings.
Locate the agent(s) whose digital interactions should be processed.
Set Transcribe Calls Enabled to Yes.
Voicemail analysis requirement
Voicemails can be recorded and analyzed only if the Call Recording applet is placed before the TakeMessage or the Voicemail applet in your interaction plan.
Analysis components
No. | Element | Description |
|---|---|---|
1. | Interaction direction | Indicates whether the call was Inbound (received by the contact center) or Outbound (dialed by an agent). |
2. | Talk time | The total duration of active speech during the interaction, excluding hold time or silence. |
Hold time | The cumulative time the customer spent on hold during the call. Displayed in mm:ss format. | |
Sentiment Score | Provisioned feature This information is only available when sentiment analysis is enabled for your account. For more information, see Sentiment analysis. A numerical value or rating representing the overall emotional tone of the interaction, derived from the sentiment analysis of the transcript. | |
3. | Call time breakdown | A donut chart providing a quantitative breakdown of the call. It distinguishes between active participation (Agent vs. Customer), dead air (Silence), and interruptions or simultaneous speech (Talkover). |
4. | Category filter | Displays all categories linked to the interaction’s profile.
Additionally, you can click on a category to hide it. The hidden categories are then highlighted in black. You can view the subcategory matches by clicking Show subcategories. The categories are also marked in the Timeline visualization and Conversation transcript elements. |
5. | Sentiment visualization | A visual graph showing the "mood" progression of the call (Positive, Neutral, or Negative). |
6. | Timeline visualization | A timeline of the call showing precisely when the agent spoke, the customer spoke, or when there was silence. It also identifies overlaps (where someone took over/interrupted) and "event dots" that link to specific category matches. |
7. | Conversation transcript | A time-stamped text of the call. Keywords that triggered category matches are highlighted in the category's assigned color. |
8. | Conversation Summary | Provisioned feature This feature needs to be enabled for your account. Includes manual agent notes and, if enabled, the AI-generated summary of the interaction.
HIPAA Due to legal agreements, the current AI conversation summary feature must not be used with HIPAA-protected information. |
Agent(s) name(s) | The name of the agent(s) who handled the interaction. | |
Disposition code | The disposition code(s) that were entered by the agent(s) at the end of the interaction. |
How to analyze and re-analyze a digital interaction
To analyze a digital interaction:
In the left-hand ribbon, click Interaction Content.
Find the interaction you want to analyze.
Click Open player to view interaction analysis.
To re-analyze a digital interaction:
Click the Re-analyze interaction at the top of the Conversation Viewer.
A banner will confirm that the interaction is being reanalyzed.
Refresh the page to view the updated match results.
Limitations of re-analysis
Re-analyzing a recording updates category matches and substitution rules, but it does not update the sentiment analysis or the AI summary.