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Platform guide · Monitor and review calls

Review a recording and transcript

Call details puts the recording and transcript alongside the outcome and extracted information. Use it to verify what actually happened in a conversation.

Navigation pathCalls → select a call
PrerequisitesA completed call with the relevant recording or transcript available.

Usage steps

  1. Review the call header and Overview to confirm that you opened the intended agent, direction and time.

  2. Use Play, Back 10 seconds, Forward 10 seconds and Playback speed to review the recording. Use Download recording only when you need a local copy.

  3. Read Transcript and use the timestamped turns to locate the relevant part of the conversation. The fullscreen and Copy controls help with longer transcripts.

  4. Open Summary and Ended Reason for the available interpretation and termination information.

  5. Review Extracted data for returned values and Technical for identifiers and provider status. Use Prev and Next to move through the current result set.

Review a recording and transcript
Figure 34. Playback controls and the Transcript, Summary and Ended Reason tabs support a focused call review.

Expected result. You can compare the recorded conversation with its outcome and extracted values.

Practical notes and troubleshooting. Check the transcript or recording before acting on an AI-generated summary or classification.

Request and review a disposition correctionA disposition correction records a proposed change to a call outcome. The review page lets authorised reviewers approve or reject those corrections.Configure call analysis and scorecardsCall analysis classifies conversations into outcomes. Structured outputs extract data, while scorecards evaluate quality. Configure each for a distinct purpose.