All recordings are submitted to our transcription engine, where the most spoken words or phrases are identified.
To view when and how often specific words are said, expand a Call Card. Click the Topic/Keywords drop-down menu to see the list of transcribed words.
This menu is customizable and can house up to 50 words in the drop-down menu - please see Build - Keywords / Topics or reach out to your Customer Success Manager for more information.
Type in your custom keyword or any word that is inherit to the English language and select the words you'd like displayed. Colored diamonds will appear within the call playback where the related word is used. You can only select up to three words at a time.
You can quickly search for keywords by selecting keywords on the drop-down search bar. Keywords allows you to search for the most important words that were said on a call.
Every call we pull into the platform does get transcribed within 12 hours of the call appearing in the Recording Timeline.
You can access the full transcription by selecting Transcript in the Action Panel. This is only available to you once the recording has been transcribed.
Once you select Transcript, you will be able to see the back-and-forth conversation between the caller and the prospect. Our transcription model is 87% accurate out of the box, and increases accuracy as we train it to pick up keywords our clients care most about (ie competitor names, products, etc).