Conversation Details Overview

Conversation Details is where you’ll go to dive deep into any specific interaction (call or chat/text/email). Whether you want to make clips to add to montages, find examples of Eddies or Classifiers in the transcript, or see what a given interaction is about, Conversation Details is where you want to be.

In Conversation Details, you’ll see:

High-level information about the Interaction in Interaction Details (at left).
The audio, if the interaction was a recorded call, or the transcript, if the interaction was a chat/text/email.
Highlights, such as the call summary, Key Topics, and Eddy Signals.
The Transcription of the recorded call.
Clips that you or others have made of key portions of the interaction.

Structure of Conversation Details

Interaction Details

This section gives you an overview of key information (or “metadata”) about the interaction, such as:

Agent’s Name
Hierarchy of the Interaction
Call Duration
Interaction Date
Additional Metadata, e.g., File Name, File Size, Client Call ID, etc.
ML Classifiers, e.g., Contact Type, Sentiment Start & End, HIPAA Compliance, Key Topic
Classifiers that are customized for your organization

Interaction Content

Audio Player

If the interaction was a recorded conversation (vs. a chat/email/text), you’ll see the audio player front and center in Conversation Details.

Any created clips are highlighted on the waveform, and the playhead (your current listening position in the call) is bright orange, for visibility.

Key actions on the audio player, from left to right:

Adjust volume

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Skip back to beginning of call
Skip back 30 seconds
Play/Pause
Skip forward 30 seconds
Skip forward to end of call

Zoom mode - use this to zoom in on the waveform to make precise clips
- While in zoom view, analysts may create audio clips by holding shift and click-dragging. If a user does not hold shift, click-dragging will pan the timeline left or right.
Playback speed - choose between 1.0x, 1.2x, 1.5x, or 2.0x speed
Time stamp - where you are in the call vs. total duration of call

Text-Based Interaction (chat, email, text)

If the interaction was text-based rather than audio, you won’t see an audio player. You can see the transcript of the interaction by clicking into Transcription.

Conversation Details Tabs

Highlights

The Highlights section provides:

A call/chat summary, to give a general overview of the interaction.
Key Topics: the primary drivers of the conversation
Eddy Signals: shows the specific portion(s) of the transcript that triggered the AI model to identify an Eddy in the interaction. Eddy Signals will only be present if an Eddy is present in the interaction.

Transcription

Clicking Transcription, will show you the transcript of the conversation. You’ll notice that the transcript is broken out by speaker. Hover over a line of the transcript to see options to Play or Create a Clip from here.

You can also create a clip by clicking and dragging to highlight the portion of the transcript you want to clip. It will highlight yellow, and the options to Create a Clip or Cancel will appear.

Search the transcript for keywords using the search bar at the top right (above the audio player).

Clicking any of the search results will take you to that part of the transcript, with the search result highlighted yellow.

Clips

Any clips that have been created within the interaction will show up in the Clips tab. From here, you can play the clips, name/rename them, edit them, add notes to them, or delete them.