After the call
Read every call back, word for word
What the agent actually said is a matter of record, not a question. Every run keeps its audio and its full transcript.
What this is for
The awkward thing about automating calls is that nobody was there for them. Without a record you are trusting the agent's own account of its behaviour, which is the one source you should not rely on. A recording and a transcript turn every call into something you can check.
What is kept, and what you can do with it
- 01
Audio for every run
Each call keeps its recording, whether the agent handled it or passed it to a person.
- 02
A full transcript beside it
Not a summary. The words, in order, so you can search across calls instead of listening to them one at a time.
- 03
An outcome on each call
How the call ended, recorded as a value you can filter. Reading the ones that ended in a transfer is the fastest way to find what your material does not cover.
- 04
Available to review afterwards
A call you were not present for is still reviewable, which is what makes quality checks possible over the whole population rather than a sample.
Related
- ReportsVolume, outcomes and minutes used
- Voice AgentsInbound and outbound, by phone or browser
- CampaignsOutbound calling from a pool of numbers
- Inbound supportPoint it at your material and it answers from that rather than a script you maintain. What it has no grounds to answer becomes a transfer, not a guess.
Read every call back, word for word: common questions
Is every call recorded?
Every run keeps its audio and its full transcript. What you do with recordings, and what you tell callers about them, is governed by the rules that apply where you operate.
Can I search transcripts?
Transcripts are text, so the questions your callers actually ask are findable across calls rather than trapped in audio.
How do I use this to improve an agent?
Read the calls that ended in a handover. They are where the agent ran out of material, and each one is either a gap in your documents or a branch you have not drawn.
Do I get a record for chat as well as voice?
The same agents run in chat and keep the same records, so a conversation is reviewable whichever channel it arrived on.
Where is call data held?
Woise runs regional cells, so calls, recordings and transcripts stay in the region you choose.
Still stuck? Talk to our team.