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.
Analysis of call recordings with voicemail is not automatically enabled for all accounts.
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 and to enable summaries, 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.
If transcription is disabled, the AI summary tab is not displayed for the agent.
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. The transcript scrolls automatically in sync with audio playback while the recording is playing. For more information, see the section Auto-scroll in the conversation transcript. |
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. |
Auto-scroll in the conversation transcript
When playing a voice recording or voicemail, the conversation transcript can automatically scroll to follow the current playback position. This feature is called auto-scroll.
Auto-scroll is off by default each time you start a new browser session. If you turn auto-scroll on or off during a session, that setting persists for all subsequent recordings you open in the same session. The setting resets when you start a new session.
Turning auto-scroll on or off
To turn auto-scroll on or off, click the auto-scroll icon in the player.
Navigating the transcript manually
The behavior of manual scrolling depends on whether playback is active or paused:
During playback (auto-scroll on): If you scroll the transcript manually, auto-scroll immediately returns it to the current playback position. To read a specific part of the transcript freely, turn off auto-scroll first.
During playback (auto-scroll off): You can scroll the transcript freely without any automatic movement.
When playback is paused: Auto-scroll is inactive regardless of the setting. You can scroll the transcript to any position.
Auto-scroll in Salesforce
If the call recording player is embedded in a Salesforce task record, auto-scroll works in the same way as in the VCC Admin Portal. The player is embedded via an iframe, so users see the same interface and controls.
How to analyze and re-analyze an interaction
To analyze an interaction:
In the left-hand ribbon, click Interaction Content.
Find the interaction you want to analyze.
Click Open player to view interaction analysis.
After opening the player, you can use the following controls to review the recording:
Move the recording slider to rewind or fast-forward to a specific point.
Click the buttons below the slider to play, rewind, or fast-forward the recording by 10 seconds.
Move the volume slider to adjust the volume, or click the speaker icon to mute the audio.
To re-analyze an 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.
Controlling playback speed
By default, the recording plays at normal speed (1x). To change the playback speed, click the arrow alongside the play icon and select a speed from the dropdown list.
The available speeds are: 1x (default), 1.25x, 1.5x, 1.75x, 2x, 2.5x, and 3x.
You can change the speed before or during playback. The recording continues playing at the new speed immediately.
Using faster speed and auto-scrolling
Use a faster playback speed together with the auto-scrolling transcript to efficiently review calls without missing any detail.