Evaluate a recorded call efficiently by rewinding, skipping and adjusting volumes.
Conversations scored by AI will be updated on the ‘Evaluations’ page. Select a conversation with an average score to further assess the agent’s performance.
You’ll be directed to the full evaluation page. The audio visualizer is located at the top and remains even when you navigate to the overview, transcription, or evaluation.
Different color soundwaves indicate a diarization process separating individual speakers in an audio stream, which is then transcribed accordingly.
You can drag the black bar to specific moments and use the timestamp in the transcript as your guide.
Use the relevant buttons to speed up the audio, rewind, forward, and adjust the volume.
If the audio quality is not up to mark in terms of clarity, you can return to Evaluation settings > Audio and inspect the Bit rate. Note that only Super User and Supervisor roles have access to this setting.