Studio transcripts

View transcripts and recordings in Agent Studio.

See Conversation review for detailed analysis workflows.

Access transcripts and recordings in Analytics > Conversations. For API access, see List Conversations.

Accessing transcripts in the PolyAI Studio

To view conversation transcripts:

1. Go to Analytics > Conversations in PolyAI Studio.

2. 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.

3. Select a conversation from the results to open its details, including transcript and audio playback.

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 in Conversation review.

• Conversation analysis

  • Includes toggles for viewing Function calls, Topic citations, Flows and steps, and Variables 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

When enabled, PolyScore appears at the top of certain transcripts and provides an automatic quality rating for the conversation. Use PolyScore to quickly identify strong and weak calls for review, coaching, or reporting.

PolyScore uses an advanced language model for quality assessment, providing detailed explanations for each score dimension.

Scoring breakdown

PolyScore evaluates conversations across three dimensions, each rated as Poor, Fair, or Good:

Dimension	Weight	What it measures
Conversation quality	40%	Agent understanding and conversation flow
Task success	40%	Whether the task was resolved and completed
Customer experience	20%	Caller frustration and need for repetition

Scores are normalized across agents and environments. You can view per-dimension ratings and explanations directly in Conversation review.

Limitations

PolyScore evaluates conversations based on the transcript alone — it does not have access to your knowledge base, flows, or expected outcomes. This means it cannot assess whether the agent followed the correct process, only whether the conversation appeared successful.

• PolyScore is available for voice conversations only. Webchat conversations are not scored.

Call summaries

Call summaries provide AI-generated overviews of conversation content, key topics discussed, and outcomes.

Call summaries are AI-generated overviews of conversation content, key topics, and outcomes.