Call Summaries

The Call Summaries feature gives you quick insights into conversations between your team and customers by providing a summary for each transcribed call. Using Call Summaries, you can review call transcripts at a glance by reviewing the gist, headline, or summary of the call.

You can find Call Summaries in three places:

  • In the call log.
  • In the call’s timeline.
  • In One at a Time View.

Getting Started

Call Summaries are a part of the Transcripts feature. If you’ve enabled Transcripts on your account, Call Summaries will automatically be enabled. If you haven't activated Transcripts yet, you can follow the instructions in this support article to do so.

Call Summaries only work for calls over two minutes. If a call is under two minutes, a summary will not be available for that call.

A call summary has three different parts:

  • Headline - a single sentence that summarizes the call.
  • Gist- a few words that summarizes the call.
  • Summary - a paragraph that summarizes the contents of the call.

Please note: if the call is a longer conversation, there may be multiple summaries based on the contents of the call.

Viewing a call summary from the timeline

Follow these instructions to view the call summary from the caller’s timeline.

  1. Click Analytics on the left navigation bar.

  2. Choose the company where you’d like to view call summaries.

  3. Click on the timeline icon next to the call you'd like to view.

  4. Click on the Summary tab to view the call's summary.

  5. You also have the option to rate any call summary you view via the timeline.

Viewing a call summary from the call log

Follow these instructions to view the call summary from the call log.

  1. Click Analytics on the left navigation bar.

  2. Choose the company where you’d like to view call summaries.

  3. Click on the Recording icon next the call you'd like to view.

  4. A pop-up window will appear at the bottom of your screen.

  5. Click Minimize to view the call information in a smaller view.

  6. Click on the Summary tab to view the call's summary.

Viewing a call summary from One at a Time View

Follow these instructions to view the call summary from One at a Time View.

  1. Click Analytics on the left navigation bar.

  2. Choose the company whose call summaries you'd like to view.

  3. Click View results one at a time → below the graph.

  4. Beneath the call recording section you'll see the summary of the call.

FAQs 

Why can't I see summaries for all my calls?
You will only see summaries for calls that happened after Call Summaries was activated on your account.

 

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