See Conversation review for detailed analysis workflows.
Accessing transcripts in the PolyAI Studio
To view conversation transcripts:- Go to Analytics > Conversations in PolyAI Studio.
-
Click Filter conversations and add filters based on your search criteria. Available filters include:
- Call handoff — Identify conversations involving handoff events.
- Duration — Filter calls by duration length.
- Function calls — Search interactions where specific functions were invoked.
- Phone number — Filter by the caller’s or recipient’s phone number.
- Safety flag — Identify flagged conversations.
- Start date — Set a date range for the search.
- Environment — Filter by environment type, such as Sandbox or Production.
- Select a conversation from the results to open its details, including transcript and audio playback.
Transcript details
Each transcript includes the following details:-
Metadata
- Start and end times, call duration, and environment (e.g., Sandbox or Production).
- Call SID and phone numbers for both caller and recipient.
-
Speaker segmentation
- Clear differentiation between customer and agent speech, with timestamps for each utterance.
-
Handoff information
- Transition details for live agent handoffs, such as handoff state and timestamps.
-
Audio playback
- Play and review call recordings directly in Conversation review.
-
Conversation analysis
- Includes toggles for viewing Function calls, Topic citations, Flows and steps, and Variables for deeper interaction insights.
Related pages
List conversations
Retrieve metadata for conversations programmatically.
Handoff states
Monitor and manage live agent transitions.
S3-to-S3 integration
Set up bulk synchronization of recordings and transcripts.
PolyScore
Call summaries
Call summaries are AI-generated overviews of conversation content, key topics discussed, and outcomes. They appear alongside the transcript in Conversation Review.