Conversation Details

The Conversation Details page is where you review a single conversation end-to-end:

What you’ll typically see

In the conversation details page, you can see:

For effective review of the conversation, check these key areas first:

Call Summary. Most of the time, the summary gives sufficient information about the call, without needing to listen to it or read the full transcript.
Sentiment score. Read the explanation to understand why the AI assigned that score.
Call Reason and Outcome. They provide information of the reason for the call and how it ended.
Other AI Insights relevant to your workflow (for example, CSAT, NPS, Sales Lost Reason, Objections).

If you need more context, skim the transcript and/or listen to the audio recording.

Pro tip

Use the Call Summary and Sentiment explanation to quickly understand the call context and emotional tone before diving into details.

Listen to the audio as a last resort, when you need to validate specific points or gather additional context not captured in the transcript.

The AI-generated Call Summary provides a concise overview of the conversation, highlighting key points and topics discussed.

With one glance, you can understand the main themes of the call without going through the entire transcript.

It is shown on the "Call Details" tab.

Note: The format and content of the Call Summary may vary based on your organization's configuration.

The sentiment score section indicates the overall emotional tone of the conversation, ranging from negative to positive.

Besides a numerical score (from -100 to +100), it includes a detailed explanation that influenced the score.

Open Analytics tab to see all the AI-generated insights for the conversation.

Note: The list of available AI insights depends on your organization's configuration and call type.

Key insights to review include:

Call Reason and Outcome: Understand why the customer contacted support, and how the interaction concluded.
CX metrics: Key customer experience indicators, such as CSAT, NPS or NES.
Sales metrics: Sales-related insights, such as Lead Score, Dollar Amount, Sales Lost Reason, Objections handling.
Topics: Main subjects discussed during the call.
Custom metrics: Any organization-specific insights, such as Reservation Details.

Open Transcript tab to see the full transcript.

From this tab, you can:

Click in the transcript to fast-forward the audio player to that moment in the conversation,
Download a transcript as a text, if you have permissions

Select the text in the transcript to add the inline comments or annotations, if necessary:

The audio player is shown at the top of the Call Details page.

Tips when listening to the audio:

Open the Transcript tab when listening to the audio. The transcript highlights the spoken words in real-time.
When scanning the transcript, click any part to jump the audio player to that moment in the call.
You can increase speed of audio playback (for example, 1.25x or 1.5x) to save time.
You can download the audio file, if you have permissions.

Open Notes tab to see the existing notes or add your own notes.