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User Guide

This guide explains how to use the MiaRec web portal day to day: reviewing analytics dashboards, working with conversations, searching, running reports, and participating in quality assurance.

MiaRec is an AI-powered conversation analytics platform. Every conversation between your organization and your customers is captured, transcribed, and analyzed automatically — so instead of listening to a small sample of conversations, you can see summaries, sentiment, topics, and quality scores for all of them. This guide shows you where those results live and how to work with them.

Who this guide is for

  • Supervisors and QA analysts — review team dashboards, drill into conversations, evaluate quality, and coach agents.
  • Agents — review your own conversations, transcripts, and evaluations.
  • Sales and business users — track topics, customer-experience metrics, and trends across conversations.

What you see in the portal depends on your role, permissions, and your organization's subscription, so some features described here may not be visible to you. See People & Access and Subscriptions & Licensing in the Overview guide.

What's in this guide

  • Getting started — signing in and a quick tour of the portal.
  • Dashboards — analytics dashboards: conversation volume, sentiment, topics, and customer-experience metrics.
  • Conversations — browsing, playing, reading transcripts, notes, tags, sharing, and more.
  • Conversation Analytics — the AI results on each conversation: summaries, sentiment, topics, and insights.
  • Search and Reports — finding conversations and building reports.
  • Quality Assurance — Auto QA, scorecards, and evaluations.
  • My profile — your personal settings: password, language, timezone, and account security.

Concepts are defined once, in the Overview & Key Concepts guide — what a conversation is, how Conversation Analytics works, and how Quality Assurance scoring is organized. This guide links to those pages instead of repeating them.

Configuration — user accounts, capture settings, AI tasks, custom fields — is covered in the Administration Guide. If a setting described there is what you need, contact your administrator.