Calls, transcripts and recordings

Every conversation is logged as a run.

What each run includes

• Recording of the call audio.
• Transcript of what the caller and the agent said.
• Summary of the outcome, for a quick read.
• Tool activity, showing what the agent looked up or changed.

Use the log to improve your agent

For the first week after going live, read the transcripts of calls that were transferred or ended early. They show the questions your agent isn’t handling yet. Add an instruction, test again, and watch the next day’s calls.