Reading Transcripts
In the app: open Call logs, then a session to reach Call details. The transcript lives in the left column. The right column is Call Insights (tabs such as Details). Summary and campaign-oriented fields sit under Call Insights → Details, not in the transcript column.
Transcripts give operators and managers a fast way to understand what happened on a call without listening to every recording. They are often the best first review tool for QA, coaching, lead verification, and spotting breakdowns at scale.
Prerequisites
- Transcription is enabled for the calls you want to review.
- The call has completed and transcript processing has finished.
- Reviewers know when transcript review is enough and when recording review is required.
- Your team has documented outcome definitions so transcript review leads to consistent decisions.
Recommended owner
- Team lead or QA reviewer: uses transcripts for routine review and coaching.
- Operations Manager: samples transcripts to identify trend-level issues.
- Sales or service manager: confirms follow-up quality for high-value outcomes.
What transcripts mean
A transcript is the text version of the conversation. In the UI, structured calls show turns in a single timeline: each line has a speaker label (the string from the system, or Agent when the speaker is the assistant) and a User or Agent (bot) icon. Tool invocations appear as separate markers on the same timeline, with an elapsed-time style timestamp and a status such as Success or Failure. If the session only has unstructured text, the left column shows an expandable block titled Transcript (plain text).
It helps your team review many more calls than audio alone because it is faster to scan, easier to compare across calls, and simple to use in coaching or process review.
Transcripts are especially useful for:
- checking whether the opening and qualification flow is working,
- confirming if objections were handled clearly,
- spotting repeat customer confusion,
- validating whether outcomes match what was actually said.
Steps
- Open Call logs and select a row (or open Call details for a known session).
- In Call Insights on the right, open the Details tab. Confirm Summary (when present) and, for campaign-tied calls, the Outcome block (Disposition, Task status, Sentiment, Failure, and similar) so you know what the transcript should support.
- In the left column, use the field Search transcript, speaker, tool... to jump to a speaker line or tool name.
- Read the opening, the key decision point, and the close first instead of reading every line in order. Click a tool row in the timeline if you need to inspect failures (the app can take you to Tool calls).
- Look for confusion, repetition, missing information, or language that may have led to the final disposition.
- Cross-check the transcript against Summary and Outcome and any CRM or follow-up data (Follow-up in Details when linked).
- Use the findings to improve scripts, routing, or team coaching.
How to decide when transcripts are enough
- Use transcripts first for routine quality review, pattern analysis, and scale-level sampling.
- Move to recordings when wording accuracy, tone, pacing, or compliance concerns matter.
- Compare transcript and summary when outcomes look suspicious or unusually high impact.
- Use transcripts to review several calls from the same outcome bucket before changing a script.
How to know transcript review is healthy
Your setup is usually healthy when:
- transcripts appear consistently for expected calls,
- the text gives reviewers enough context to understand the conversation,
- transcript findings align with outcomes and summaries on most calls,
- reviewers can identify coaching or routing issues quickly without replaying audio.
Common errors and failure handling
The transcript is empty or delayed
Wait for processing to complete if the call has just ended. If the issue persists across multiple calls, review transcription settings and escalate the pattern instead of treating each call as a one-off.
The transcript looks inaccurate
Use the recording as the tie-breaker before changing scripts or retraining the team. Minor wording differences are common; important meaning differences should be investigated.
Reviewers are drawing different conclusions from the same transcript
This usually signals unclear outcome definitions or inconsistent QA guidance. Revisit your review rubric so transcript reading leads to consistent decisions.
The transcript is available, but no action follows
Tie transcript review to a process such as coaching, script updates, or SLA checks. Insight without action rarely improves performance.
Acceptance checklist
- Transcripts are visible for the sample calls where they are expected.
- Reviewers can identify the opening, key decision point, and close quickly.
- Transcript review supports consistent outcome validation.
- The team knows when to escalate from transcript to recording review.
- Findings are translated into coaching, process, or script improvements.