Voice QA in Zendesk QA allows you to analyze phone call recordings by providing transcripts and additional call details. This feature helps you review conversations efficiently without listening to the entire recording.

This article contains the following sections:

  • Switching on Voice QA
  • Importing phone call recordings
  • Reviewing transcripts
  • Filtering for phone calls

Switching on Voice QA

Voice QA is part of Zendesk QA, via Zendesk Talk. 

To start using Voice QA

  1. In Zendesk Admin Center, click Channels in the sidebar, then select Talk and email > Talk. 
  2. On the Settings tab, scroll down to Transcribe and summarize call recordings for Zendesk QA.
  3. Select the checkbox for Transcribe and summarize call recordings for Zendesk QA. When the checkbox is selected, you can select the phone lines for which you want to turn the feature on. You can turn it on for all lines or specific lines only.
    Note: If you don’t see a phone line appear in the drop-down menu, call recording is not turned on for the line. Only lines that have call recording enabled will be displayed.
  4. Click Save.

There are additional costs involved in recording and transcribing phone calls. See Zendesk Talk number availability and pricing page for more information.

Importing phone call recordings

To analyze phone call recordings, they must first be imported into Zendesk QA. The system will automatically generate a transcript for each recording, which is divided by speakers for easier review.

Reviewing transcripts

Once the phone call recordings are imported, you can review the transcripts in the following ways:

  • The transcript can be reviewed as a whole conversation or by individual messages, divided by speakers (Speaker 1 vs Speaker 2).
  • Additional call details based on the data accessible from your help desk will also be imported and visible on the call.
  • A call summary will be automatically generated, providing a brief explanation of the interaction, helping you decide if the call is worth your review time.

Filtering for phone calls

To filter for phone calls in Zendesk QA

  1. Set the Conversation channel to Voice.
  2. Ensure that Transcript exists is selected.

 

Powered by Zendesk