Topic / Keywords and Transcription

Topic / Keywords

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 or topics.

The topics menu listed above is customizable by admins and can house up to 50 words in the drop-down menu - see Build - Keywords / Topics or reach out to your Customer Success Manager for more information.

Type in any keyword 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 topics by selecting the built-in list on the drop-down search bar. Search for important moments or identify areas of improvement with specifying topics that make sense for your business.

Full Transcript

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 button is only available once the recording has been transcribed.

Opening up Transcript gives you the ability 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). 

Search for keywords / topics within the Transcript by selecting a Topic in the drop down menu or typing in the specific word in search. There are no limits to the amount of words that can be selected. Fast forward to a specific word by clicking on the coordinated gutter on the side bar. This side bar indicates the position in the transcript the searched words occurred.

Play calls by clicking the play button on the search bar or by selecting any speech bubble within the transcript. The time next to play button indicates the time of the conversation. Listening times in this window are accounted for in the Stats tab.

Click the clip board at the top of the transcript to copy/paste the whole transcript into a notes or document for internal use.