Analyzing phone calls and transcripts in Voice QA

Voice quality assurance (QA)helps you review conversations efficiently without the need to listen to the entire phone call recording. The call recording player in Zendesk Quality assurance helps you identify who was talking during a call and when, allowing you to skip silent parts, such as when the agent was on hold or waiting for the call to be answered.


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Use Voice QA to analyze phone call recordings and transcripts without listening to entire calls. Identify active conversation parts, review automatic summaries, and read full transcripts. This streamlines your quality assurance process, allowing you to focus on key interactions. Access additional call details for comprehensive insights, helping you enhance customer support and agent performance.




Voice quality assurance (QA) helps you review conversations
efficiently without the need to listen to the entire phone call recording. The call recording
player in Zendesk Quality assurance helps you identify who was talking during a call and when,
allowing you to skip silent parts, such as when the agent was on hold or waiting for the call
to be answered.
Automatic call summaries and transcripts are organized into messages between the agent and
customer, which improves and accelerates the call QA process.
After phone call recordings are imported, you can access and
analyze them on your Conversations page.
To analyze 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.

Tip: To help you
and your team quickly locate voice call transcripts for review, create a new filter using the Call filter type.

You can take any of the following actions to analyze your phone calls:
Click the play icon ( ) to play the entire conversation on the call
recording player.

Navigate to the parts of the call where active conversation took place. Call
recordings are separated by speaker, so you can quickly jump to different moments in
the conversation by clicking the colored areas in the playbar.
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.
Scroll down to read the full transcript. You can also use the playbar to jump to
a specific part of the conversation.
Click the Feedback panel on the right to display the conversation’s spotlight insight tags, automatic scoring, disputes, reviews, and surveys.
Click the Info icon ( ) to access additional information.
Use the panel on the right side of the call to review additional call details imported
from your help desk.
Click the Review call button above the call to manually review the call
portion of the conversation.

Note: Text-based interactions (chats and emails) are reviewed by AutoQA
separately from voice calls. Clicking the Review button defaults to
reviewing only the text portion.

Alternatively, click the Review button, then click the Review text
conversation dropdown menu at the top and select the call portion you want to
review instead.






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