Analyzing phone calls and transcripts in Voice QA

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<p id="docs-hc-snippet" style="display: none;">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.</p>
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<p id="docs-ai-summary-content">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.</p>
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<p class="p"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043759312154" target="_blank">Voice quality assurance (QA)</a> 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. </p>
<p class="p">Automatic call summaries and transcripts are organized into messages between the agent and
customer, which improves and accelerates the call QA process. </p>
<p class="p" dir="ltr">After <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043759312154#activate_voice_qa_via_zendesk_talk" target="_blank">phone call recordings are imported</a>, you can access and
analyze them on your <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043661945370" target="_blank">Conversations page</a>.</p>
<p class="p"><strong class="ph b">To analyze phone call conversations</strong></p>
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<ol class="ol" id="topic-1__ol_bx2_yjp_qhc">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838272410" target="_blank">Quality assurance</a>, click <img class="image" id="topic-1__d8e80" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/qa_conversations_icon.png" width="22">
<strong class="ph b">Conversations</strong> in the sidebar.</span></li>
<li class="li">Select a phone call conversation. Phone calls can be identified by a phone icon (<img class="image" id="topic-1__image_cx2_yjp_qhc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_call_recording_icon.png" width="22">) at the top. <p class="p"><img class="image" id="topic-1__image_tpr_1kp_qhc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_conversations_voice_transcript.png" width="800"></p>
<div class="note attention">
<span class="attentiontitle"></span> <strong class="ph b">Tip</strong>: To help you
and your team quickly locate voice call transcripts for review, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043669455130" target="_blank">create a new filter</a> using the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043759449114" target="_blank">Call filter type</a>. </div>
</li>
<li class="li">You can take any of the following actions to analyze your phone calls:<ul class="ul" id="topic-1__ul_mcc_2kp_qhc">
<li class="li">Click the play icon (<img class="image" id="topic-1__image_mvy_f1s_yhc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/qa_play_icon.png" width="22">) to play the entire conversation on the call
recording player.<p class="p"><img class="image" id="topic-1__image_ncc_2kp_qhc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_voiceQA_helpdesk.png" width="600"></p>
</li>
<li class="li">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.</li>
<li class="li">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.</li>
<li class="li">Scroll down to read the full transcript. You can also use the playbar to jump to
a specific part of the conversation.</li>
<li class="li">Click the <strong class="ph b">Feedback</strong> panel on the right to display the conversation’s <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043759586074" target="_blank">spotlight insight tags</a>, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043747123354" target="_blank">automatic scoring</a>, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043760048922-Disputing-a-review" target="_blank">disputes</a>, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043747123354#creating_custom_autoqa_categories" target="_blank">reviews</a>, and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886173338" target="_blank">surveys</a>.</li>
<li class="li">Click the <strong class="ph b">Info</strong> icon (<img class="image" height="26" id="topic-1__image_vv3_2vx_vjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/qa_information_icon.png" width="23">) to access additional information.
Use the panel on the right side of the call to review additional call details imported
from your help desk.</li>
<li class="li">Click the <strong class="ph b">Review call</strong> button above the call to manually review the call
portion of the conversation.<div class="p">
<div class="note note">
<span class="notetitle">Note:</span> Text-based interactions (chats and emails) are reviewed by AutoQA
separately from voice calls. Clicking the <strong class="ph b">Review</strong> button defaults to
reviewing only the text portion. </div>
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Alternatively, click the <strong class="ph b">Review</strong> button, then click the <strong class="ph b">Review text
conversation</strong> dropdown menu at the top and select the call portion you want to
review instead.<p class="p"><img class="image" id="topic-1__image_qvj_pby_vjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/qa_review_call.png" width="450"></p>
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