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Conversations

What a conversation is

A conversation is the unit of capture and analysis in MiaRec. Today a conversation is a recorded phone call between an agent of your organization and another party — typically a customer. MiaRec defines the term broadly: it names the interaction itself, not the audio file that captured it.

Everything in MiaRec is built around conversations: they are listed, searched, played back, transcribed, analyzed by AI, and scored by Quality Assurance.

What a conversation contains

Each conversation combines several kinds of data:

  • Metadata — date and time, duration, direction (inbound, outbound, or internal), the participating parties (caller and called numbers and names), and the user and group the conversation belongs to.
  • Audio recording — the captured audio, playable in the browser and downloadable.
  • Transcript — the speaker-separated text of the conversation (see Conversation Analytics).
  • AI results — summary, sentiment score, topics, and insight values produced automatically.
  • Collaboration data — notes, tags, and custom field values added by users or by AI.
  • Flags — a conversation can be marked confidential (restricting who can access it) or do not delete (protecting it from automatic retention cleanup).

How conversations enter the platform

Conversations can reach MiaRec through several ingestion methods. Recording is one method among several — whichever way a conversation arrives, the same analysis applies afterward.

  • Real-time recording — the MiaRec recorder captures calls directly from your phone system as they happen.
  • Telephony platform sync — MiaRec connects to cloud telephony and contact-center platforms and retrieves recordings and call details from them automatically.
  • Bulk import — existing recordings, including archives from third-party recorders, can be imported in bulk.
  • Manual upload — users can upload individual audio files through the web portal for analysis (see Uploading audio files).

Note

Ingestion is configured by your administrator and, for some methods, by your service provider. As a user you simply see conversations appear in the portal. Administrators can read more in the Administration Guide under How conversations arrive.

Screen recordings

In addition to audio, MiaRec can capture the agent's desktop screen during a conversation. Screen recordings are linked to the corresponding conversation, so a reviewer can watch what the agent did while listening to what was said. Screen recording is a separately licensed capability.

Grouped conversation segments

When a call is transferred or placed on hold and resumed, the phone system may produce several separate recordings. MiaRec links these related segments together so they appear as parts of one continuous conversation rather than as unrelated entries. This gives reviewers the full story of a customer's experience — for example, a call that traveled through two agents before being resolved.

See Grouped conversation segments in the User Guide.

Where you work with conversations

  • The Conversations list — the central, searchable list of conversations you have access to, with tabs for views such as All Conversations and My Conversations (see Browsing conversations).
  • The conversation detail page — one page per conversation with playback, summary, sentiment, transcript, analytics, evaluations, and notes (see Anatomy of the detail page).
  • Dashboards, search, and reports — aggregate views across many conversations (see Dashboards and Advanced search).