Visit the conversation review feature page for more detailed information on how to use your transcripts to provide insights.
Accessing transcripts in the PolyAI studio
To view conversation transcripts:- Go to the Conversations page in the PolyAI studio.
- Click Filter conversations and add filters based on your search criteria. Available filters include:
- Call handoff: Identify conversations involving handoff events.
- Duration: Filter calls by duration length.
- Function calls: Search interactions where specific functions were invoked.
- Phone number: Filter by the caller’s or recipient’s phone number.
- Safety flag: Identify flagged conversations.
- Start date: Set a date range for the search.
- Environment: Filter by environment type, such as sandbox or production.
Transcript details
Each transcript includes the following details:-
Metadata:
- Start and end times, call duration, and environment (e.g., sandbox or production).
- Call SID and phone numbers for both caller and recipient.
-
Speaker segmentation:
- Clear differentiation between customer and agent speech, with timestamps for each utterance
-
Handoff information:
- Transition details for live agent handoffs, such as handoff state and timestamps.
-
Audio playback:
- Play and review call recordings directly using Conversation review.
-
Conversation analysis:
- Includes toggles for viewing Function calls, Topic citations, and Flows and steps for deeper interaction insights.
Related pages
- List Conversations: Retrieve metadata for conversations programmatically.
- Handoff States: Monitor and manage live agent transitions.
- S3-to-S3 Integration: Set up bulk synchronization of recordings and transcripts.
PolyScore
