In addition, to call recording, OneCloud supports the transcription of calls as of V42.  This tool will automatically parse call recordings by a user, transcribe them, and then separate the text by a speaker for a visual representation of the conversation. When enabled, the call transcriptions can be accessed easily in the Call Center interface.

Transcribed calls are managed in the Call Center. To view a transcription, find the call you wish to view, and click the “Listen” icon. This will display the Call Transcript window.

Here you will see:

• Who is on the call
• Text is broken down by speaker
• Sentiment Analysis, if applicable.

View a Call Transcription

Call transcriptions reside in the Portal:

1. Log in to the Portal with a user with a scope of Office Manager or above.

2. Navigate to Call History.

3. Click on the Recording Speaker icon to the right of the target call.

Once you have accessed the transcription, you will be able to filter the text by speaker, or even sentiment. Click on the play bar if you wish to skip around the recording.
In addition, you can download the transcription to a CSV file.

Note: New calls might take a few minutes to appear in the portal if there is a lag associated with contacting the transcription service. If you’re not seeing a message, refresh.

Sentiment Analysis

In addition to providing the text of calls, Sentiment Analysis is available for conversations. This technology uses word choice to rate the times a speaker is being positive, negative, or neutral.

If Sentiment Analysis is active, you will see the color-coded data in both the playback bar and to the right of the text transcription.

The sentiment is graded by text only, and maybe not reflect contextual or inflection-based sentiment. Sarcasm, for example, will not be picked up.

The colors shown in the playback bar match the graded sentiment. You can scrub to listen and compare analysis. Also, the analysis is shown contextually in the conversation in the transcription.