Understanding Voice QA in Zendesk QA

Verified AI summary ◀▼
Voice QA helps you review call interactions quickly by providing automatic call summaries and transcripts. It uses AI to analyze 100% of voice interactions, highlighting critical issues like dead air and missing disclosures. You can detect sentiment, outliers, and churn risk, and use auto-scoring for key categories. To start, import call recordings to generate transcripts with clear speaker separation.


Voice QA in Zendesk QA helps you review conversations efficiently without having to listen to
the entire phone call recording.
Automatic call summaries and transcripts are organized into messages between the agent and
customer, allowing you to improve and accelerate the call QA process.
This article contains the following topics:

About Voice QA in Zendesk QA
Getting started with Voice
QA

Related articles

Activating voice QA
Analyzing phone calls and transcripts in Voice
QA



About Voice QA in Zendesk QA

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.
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.
When combined with Zendesk QA features, Zendesk's speech-to-text capabilities include:

Automatically generated call summaries that briefly explain the interaction, helping you
determine if the call warrants your review time.
Sentiment and outlier detection for unusual or atypical calls.
Churn risk detection.
Dead air detection.
Detection of conversations missing call recording disclosures.
Voice filtering conditions.

Auto scoring in five predefined categories:
Greeting
Closing
Empathy
Comprehension
Solution offered






Getting started with Voice QA

To analyze phone call recordings, you must first import them into Zendesk QA. To
do this, activate Voice QA.
The system will then automatically generate a transcript for each recording, with
speakers clearly separated for easier review.

See Analyzing phone calls and transcripts in Voice QA.