Analyzing phone calls and transcripts in Voice QA

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 speakers, so you can quickly jump to different moments of
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.
Use the panel on the right side of the call to review additional call details. These details
are imported from your help desk.