AI Quality Management

You can utilize AI on your account to automatically transcribe all of your calls and create additional analytics.

Table of Contents

• Open a transcript of a call in VCC Live
• Keyword tags and Event Log

Open a transcript of a call in VCC Live

In VCC Live 360 Admin, you can open the transcript of a call from:

• Project / CDR Log
• Project-independent CDR Search
• Event Log (which includes only those calls that had a match for a keyword tag)

When opened, the transcript will be displayed on the right side of the screen if available. The speakers are displayed on different sides in the transcript. If more than 2 speakers appear in the call (in case the call is transferred, or there is chatter in the background), then such speakers are displayed on the right side with a yellow background.

Note: It might take 5-15 minutes after the call ends until the transcript becomes available. The longer the call length, the longer it takes for the transcription to become available.

You can replay the call recording with the help of the audio player. If you click on a timestamp in the recording, the audio player will instantly jump there and start from that point.

In the top left corner, the summary of the call is displayed in the language of the call. The format of the summary can be changed from bullet points to a paragraph.

Keyword tags and Event Log

You can define keyword tags or searches in VCC Live. When defined, each transcript will be automatically evaluated for these keywords, and you can immediately see which transcripts include these keywords and where.

• For each keyword, you can define alternate words and desired accuracy, which can allow for some incorrect characters. You can also define complete sentences.
• In the Event log, you can see each matched tag in the transcripts. You can also filter by tags here to quickly identify calls
• Between the summary of the call and the audio player, you can see each matched keyword tag in the transcript and where they occurred. When clicking on the timestamp, the audioplayer will immediately jump there.