How to View Available Scribe Licenses
The License page provides real-time tracking of Available and Used licenses. Scribe licenses are transferable between users.
You can click the Queue Recordings button in the action column to add or remove a license from a user.
How to Enable the Scribe Transcription Service and Access Recordings
From the left side panel, select Queue Recordings. The Queue Recordings page will be displayed.
① Record All - This feature must be enable in order to enable the Scribe feature.
Notes:
If the Record All feature is enable, all calls received by that agent will be recorded.
If the Scribe feature enable for an agent and you disable Record All the Scribe feature also be disable.
② Scribe - Enable the Scribe feature to transcribe all recorded calls.
Note: Active “Scribe” users can not exceed number of available Scribe licenses.
③ Recordings - Click the Recordings button to access the list of recordings for the selected agent. From the list users can replay a recording or view the transcription.
How to access Scribe Transcriptions for Recorded Calls
This feature offers immediate access to transcriptions and captures details discussed during calls, providing a written record of verbal interactions between agents and customers. Having the recorded call transcribe to text, makes it easy to review a call center conversations. User can access the transcription by:
Click the Recordings button on the desired Agent in the Queue Recording list page to display the list of all recordings.
Each recording will display the overall Sentiment for the call.
In the action column click on the Open Transcription button for the desired recording.
The transcription for the select recorded call will be displayed with the following information:
① Summarization of the Recorded Call
This provides admins a brief overview of the recorded call, capturing key details without the need to listen to the entire recording or review the entire transcription.
This feature improves time management for post call follow-up with both customers and agents.
② Detailed Transcription
This provides a written record of verbal interactions between agents and customers.
③ Sentiment Analysis using AI
Users gain insights into the customer interactions with AI driven sentiment analysis.
This advanced feature analyzes the sentiment of recorded calls (overall - the entire conversation and per statement), providing valuable feedback on customer satisfaction and agent performance.
Sentiment Analysis shows a different color for Positive, Negative and Neutral.
Sentiment Analysis is based on the words in the conversation, it does not analyze voice patterns.
