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Grouped conversation segments

A single customer interaction can produce several recordings: many phone systems start a new recording when a call is transferred, or when it is put on hold and resumed. MiaRec links these related segments together automatically, so reviewers see the complete story of the interaction rather than disconnected fragments. (See Grouped conversation segments in the Overview for the concept.)

Typical scenarios that produce grouped segments:

  • Transfer — a call transferred from one agent to another creates two segments, one per agent.
  • Hold and resume — resuming a held call can start a new recording; both segments are grouped.
  • Consultative call — an agent holds the customer, consults a supervisor, and resumes: three segments, all grouped together.

Spotting grouped segments in the list

In the Conversations list, a segment that belongs to a group carries a numbered badge — for example 1/3 means "the first of three related segments". Hovering over the badge shows the tooltip "Part of interaction" (the UI's term for a group of related segments).

Viewing the whole group

Open any segment's detail page:

  • A tab strip above the page — Call [1], Call [2], … — switches between the segments of the group.
  • The Conversation Details tab includes an All calls in this interaction panel listing every segment, with the one you are viewing highlighted.

Each segment keeps its own audio, transcript, and analytics; the grouping links them so you can move through the interaction in order.

Searching

Advanced Search includes parameters for conversation segments, so you can, for example, restrict results to the first segment of each group.