| Add-on | Quality Assurance (QA) or Workforce Engagement Management (WEM) |
Voice QA in Zendesk QA helps you review conversations efficiently without the need to listen to the entire phone call recording. Automatic call summaries and transcripts are organized into messages between the agent and customer, allowing you to improve and accelerate the call QA process.
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Accessing and analyzing voice conversations in Zendesk QA
After phone call recordings are imported, you can access them on your Conversations page.
To access phone call conversations
- In Quality Assurance, click
Conversations in the sidebar. - Select a phone call conversation. Phone calls can be identified by a phone icon
(
) at the top.
To analyze phone call conversations, you can:
- Play the entire conversation by pressing the play button on the call recording
player.
- Call recordings are separated by speakers, so you can quickly jump into different moments of the conversation.
- Review the automatically generated call summary that appears below the player. The summary provides a brief overview of the interaction, helping you determine whether the call warrants your review time.
- Read the full transcript by scrolling down. You can also use the playbar to jump to a specific part of the conversation.
- Review additional call details on the right side panel of the call. These details are imported from your help desk.
Filtering voice transcripts in Zendesk QA
To help you and your team quickly locate voice call transcripts for review, create a new filter using the Call, Call transcript content, or Voice conversation channel filters. For detailed instructions, see Creating custom filters to find conversations to review.
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