Call Transcriptions

Call Transcription converts your call audio into speaker-organized scripts. This can be an excellent tool for quickly reviewing calls, spot-checking performance, and identifying trends. Plans establish transcription pricing and apply charges per minute.

Watch our video walkthrough on transcriptions here. 

Transcriptions are available for both inbound and outbound calls and are only compatible when call recording is turned on. To learn more about call recording, see the full article here.

With transcriptions enabled, you can use the following features:

• Speaker-aware text transcriptions will be available for transcribed calls in the call log, with text broken into sections by speaker. Select sections of text in the Transcription to jump to that part of the audio.
• Include transcriptions in notification emails to get a quick overview of a call or receive transcribed voicemails via email.
• Search the call log using words from transcriptions. If you remember a past conversation but can't recall the name of the person you spoke to, try searching the call log for something you discussed.
• Keyword Spotting lets you identify words to look for and take action when those words are found in your transcribed calls.

Enabling Transcriptions

Transcriptions are enabled in call settings. By default, each account has one call settings configuration called Account Level to which all tracking numbers are assigned. If you have only one configuration, these changes will apply to all tracking numbers on your account. You can create additional settings and configurations to enable different options for different tracking numbers.

1. Navigate to Numbers → Call Settings, then click Edit next to the call settings configuration where you'd like to enable transcriptions.
   • Call recordings must be enabled for transcriptions to work. Click here to learn how to enable call recording in your account.
   • Note: Transcriptions can also be enabled in a Voice Menu/IVR. 
2. Scroll down to the Transcription section and select the country. Note: Per-minute rates vary by country and are listed here.
3. Next, you can choose Delay notifications until Transcription is ready. Enabling this feature can add 1 to 2 minutes of post-call delay for transcription processing until the email notification is delivered. By leaving this off, some emails may not include a transcription if processing has not finished by the time the email is sent.
4. Live Transcription - This feature transcribes the audio in near real-time. Live Transcription is not supported with call forwarding (Receiving Numbers). You must be using the softphone in a queue or dialing an agent using the softphone. Note: Redaction is not currently available with this feature.
5. Maximum transcription length - Leave the maximum length at 0 to transcribe the full recording. Billing will be rounded up to the nearest minute. Lengths below 10 seconds will be ignored. Truncation of PCI, SSN, and PII is not possible. To adjust this, turn off Live Transcription, open Advanced Timing and Length Adjustments, and adjust the Maximum Transcription Length.
6. Natural Language Processing -  Provides a summarized conversation and extracts entities, e.g., classification of works such as Person, Quantity, Cardinal, Time, Etc. 
7. Enable Keyword Spotting to automatically classify and identify your calls. Enabling transcriptions also enables keyword spotting, which is included in the transcription cost. Keyword spotting allows you to set up automatic actions that will take place when specific terms are found in the Transcription of your call. For more information about keyword spotting, see the full article here.
8. Enabling Redaction will remove a portion of the call audio containing sensitive PCI data and automatically apply redaction and PCI tags.  
9. Next, select Save Changes. 

Transcription Security Features

Secure call transcriptions allow the system to detect when credit card information, Social Security numbers, or phone numbers are spoken during a call, tag the call appropriately, and redact that information from your call transcriptions and associated call recordings.

For more information on secure transcriptions, see the full article here.

Viewing Transcriptions

Transcriptions are available in the call log. When your Transcription is processed, a page icon will appear in the Contact column; you can click it to open the completed Transcription. You can also click edit on the left side of the call to open the detail panel, then click the Voice Analysis tab.

The transcriptions will be segmented by the speaker. The timestamps below each section of the speech will take you directly to that section of the call audio when clicked.

Note: If you are using Team Settings and have Recording Access set to Allow No One or Allow Managers, the members of that team will not be able to view transcriptions. 

Exporting Transcriptions

Transcriptions can be exported by navigating to Activities > Export Log. In the Fields section, make sure Transcription is selected in the Included Fields column. 

If you want to export a specific transcription, add the Activity ID in the Search field before exporting.