Understanding Voice QA in Zendesk QA

<body>
<p id="docs-hc-snippet" style="display: none;">Voice quality assurance (QA) in Zendesk QA helps you review conversations efficiently without having to listen to the entire phone call recording.</p>
<div class="article-banners">
<div id="docs-wmp-link">
<a href="https://support.zendesk.com/hc/en-us/articles/5411234991258-plan" rel="noopener" target="_blank">What's my plan?</a>
</div>

<div class="article-banner" id="addon_zqa">
<table>
<tbody>
<tr>
<td>
<strong>Add-on</strong>
</td>
<td>Quality Assurance (QA) or Workforce Engagement Management (WEM)</td>
</tr>
</tbody>
</table>
</div>

</div>
<div id="docs-ai-summary">
<p id="docs-ai-summary-toggle">Summary: <span id="up-triangle">◀</span><span id="down-triangle">▼</span></p>
<p id="docs-ai-summary-content">Voice QA helps you review phone calls faster by turning recordings into transcripts and call summaries, so you can focus on the most important interactions instead of listening to every call. It gives you 100% coverage of voice interactions and highlights issues like dead air, missing recording disclosures, churn risk, sentiment, outliers, and calls that need manual QA review.</p>
</div>

<div class="body">

<p class="p">Voice quality assurance (QA) in Zendesk QA helps you review conversations efficiently without
having to listen to the entire phone call recording.</p>
<p class="p">Automatic call summaries and transcripts are organized into messages between the agent and
customer, allowing you to improve and accelerate the call QA process.</p>
<p class="p">This article contains the following topics:</p>
<ul class="ul" id="topic-1__ul_oqh_hrv_qdc">
<li class="li"><a class="xref" href="#about_voice_qa">About Voice QA in Zendesk QA</a></li>
<li class="li"><a class="xref" href="#activate_voice_qa_via_zendesk_talk">Getting started with Voice
QA</a></li>
</ul>
<p class="p"><strong class="ph b">Related articles</strong></p>
<ul class="ul" id="topic-1__ul_r33_4jj_rdc">
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8536077648538" target="_blank">Activating voice QA</a></li>
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8536308081178" target="_blank">Analyzing phone calls and transcripts in Voice
QA</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="about_voice_qa">
<h2 class="title topictitle2" id="ariaid-title2">About Voice QA in Zendesk QA</h2>
<div class="body">
<p class="p">Evaluating voice interactions can be time-consuming. Traditionally, this is done by
listening to call recordings. Manual processes often make it difficult to identify
insightful calls or categorize them by topic, resulting in small, random review samples.
This limits visibility into problematic areas and may leave valuable insights undiscovered.
Focusing on the most insightful snippets is a faster and more effective alternative. </p>
<p class="p">Voice QA in Zendesk QA leverages AI to pinpoint critical voice interactions and
automatically assign them for manual QA, improving and accelerating your call QA process.
Voice QA’s AI-driven analysis covers 100% of voice interactions, helping you quickly
identify critical issues, such as detecting dead air and missing recording disclosure
statements.</p>
<p class="p">When combined with Zendesk QA features, Zendesk's speech-to-text capabilities include:</p>
<ul class="ul" id="about_voice_qa__ul_nws_lrv_qdc">
<li class="li">Automatically generated call summaries that briefly explain the interaction, helping you
determine if the call warrants your review time.</li>
<li class="li">Sentiment and outlier detection for unusual or atypical calls.</li>
<li class="li">Churn risk detection.</li>
<li class="li">Dead air detection.</li>
<li class="li">Detection of conversations missing call recording disclosures.</li>
<li class="li">Voice filtering conditions.</li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043747123354" target="_blank">Automatic scoring with AutoQA</a>.<p class="p">By default, the following five
system categories automatically score call recordings in Zendesk QA:</p>
<ul class="ul" id="about_voice_qa__about_voice_qa_ul_hcb_xgy_y2c">
<li class="li" dir="ltr">Greeting</li>
<li class="li" dir="ltr">Closing</li>
<li class="li" dir="ltr">Empathy</li>
<li class="li" dir="ltr">Comprehension</li>
<li class="li" dir="ltr">Solution offered</li>
</ul>
<p class="p">Admins can <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9070424158106" target="_blank">customize some of these categories</a> and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9277382490138" target="_blank">create custom AI autoscoring categories</a> to evaluate call
transcripts.</p>
</li>
<li class="li">Conversation flagging with <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043759586074" target="_blank">spotlight insights</a>.<p class="p">Admins can <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9483275885466#topic_hvj_hvh_xdc" target="_blank">customize voice spotlight insights</a> and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9327313916570" target="_blank">create custom AI spotlights</a> to flag call transcripts.</p>
</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="activate_voice_qa_via_zendesk_talk">
<h2 class="title topictitle2" id="ariaid-title3">Getting started with Voice QA</h2>
<div class="body">
<p class="p" dir="ltr">To analyze phone call recordings, you must first import them into Zendesk QA. To
do this, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8536077648538" target="_blank">activate Voice QA</a>.</p>
<p class="p" dir="ltr">The system will then automatically generate a transcript for each recording, with
speakers clearly separated for easier review. </p>
<p class="p"><img class="image" id="activate_voice_qa_via_zendesk_talk__image_evl_l5v_qdc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_conversations_voice_transcript.png" width="800"></p>
<p class="p">See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8536308081178" target="_blank">Analyzing phone calls and transcripts in Voice QA</a>.</p>
</div>
</div>
<script id="docs-schema-markup" type="application/ld+json">{
"@context": "https://schema.org",
"@type": "TechArticle",
"@id": "https://support.zendesk.com/hc/en-us/articles/7043759312154",
"url": "https://support.zendesk.com/hc/en-us/articles/7043759312154",
"headline": "Understanding Voice QA in Zendesk QA",
"description": "You can review phone calls with AI-generated summaries and transcripts, identify critical issues, and import recordings to generate speaker-separated transcripts for QA.",
"articleSection": "Using AI in Zendesk QA",
"datePublished": "2024-04-10T01:21:43+00:00",
"dateModified": "2026-08-27T13:50:00.373865+00:00",
"inLanguage": "en",
"mainEntityOfPage": {
"@type": "WebPage",
"@id": "https://support.zendesk.com/hc/en-us/articles/7043759312154"
},
"author": {
"@type": "Organization",
"name": "Zendesk",
"@id": "https://www.zendesk.com"
},
"publisher": {
"@type": "Organization",
"name": "Zendesk",
"@id": "https://www.zendesk.com"
},
"isPartOf": {
"@type": "WebSite",
"name": "Zendesk Help",
"@id": "https://support.zendesk.com/hc/"
},
"about": {
"@type": "SoftwareApplication",
"name": "Zendesk",
"@id": "https://www.zendesk.com",
"softwareAddOn": {
"@type": "SoftwareApplication",
"name": "Quality Assurance",
"@id": "https://support.zendesk.com/hc/en-us/sections/6999625340058"
}
}
}</script><script id="ai-summary-script">
//<![CDATA[
const ai_summary_style = document.createElement('style');
ai_summary_style.innerHTML = `#styled-article-body{padding:0 0 0}#article-body #docs-ai-summary{background-color:#f3f3f3;border:1px solid #d3d3d3;padding:10px 10px 6px;margin-bottom:16px}#article-body #docs-ai-summary #docs-ai-summary-toggle{font-size:.9em;font-weight:700;margin-bottom:4px;cursor:pointer;display:flex;justify-content:space-between;align-items:center}#article-body #docs-ai-summary #docs-ai-summary-toggle #up-triangle{margin-left:auto;padding-right:10px;display:none}#article-body #docs-ai-summary #docs-ai-summary-toggle #down-triangle{margin-left:auto;padding-right:10px}#article-body #docs-ai-summary #docs-ai-summary-content{font-size:.9em;padding-left:25px;padding-right:25px;margin-bottom:12px}`;
document.head.appendChild(ai_summary_style);

const toggleAISummary = () => {
const summary = document.getElementById("docs-ai-summary-content");
const upTriangle = document.getElementById("up-triangle");
const downTriangle = document.getElementById("down-triangle");
if (summary.style.display === "none") {
summary.style.display = "block";
upTriangle.style.display = "none";
downTriangle.style.display = "inline";
} else {
summary.style.display = "none";
upTriangle.style.display = "inline";
downTriangle.style.display = "none";
}
};

document.getElementById("docs-ai-summary-toggle").addEventListener("click", toggleAISummary);
//]]>
</script>
</body>