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Visit the Conversation review feature page for more detailed information on using transcripts and live calls for analysis.
Use the PolyAI Agent Studio to access and review call transcripts and recordings directly. The Studio’s filtering tools allow precise searches for specific interactions, providing an efficient way to analyze conversations without coding. Both live and completed calls are visible here — live calls stream in real time and update automatically. For programmatic access to transcripts, refer to List Conversations.

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Accessing transcripts in the PolyAI Studio

To view conversation transcripts:
  1. Go to the Conversations page in the PolyAI Studio.
  2. 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.
  3. Select a conversation from the results to open its details, including transcript and audio playback.

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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.

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PolyScore

polyscore When enabled, PolyScore appears at the top of certain transcripts and provides an automatic quality rating for the conversation. Scores are normalized across agents and environments, based on clarity, escalation handling, and resolution quality. Use PolyScore to quickly identify strong and weak calls for review, coaching, or reporting.