Call Transcriptions and how they appear in tickets | Community
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Call Transcriptions and how they appear in tickets

  • June 7, 2024
  • 1 reply
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Charlie16

Hi Zendesk Team

 

A bit of feedback with regards to the Call Transcriptions and Call Summaries. Our team here are loving the Call Summaries but the Call Transcriptions can be very long and difficult to parse.  We have some very long phone calls here and they can make a ticket harder to read. 

A couple of ideas for how to address this:

  • Make the Call Transcriptions collapsible (a bit like they are for Voicemails)

  • Have a separate filter for Call Transcriptions - we use internal notes a lot so having the ability to filter out call transcriptions but keep internal notes would be handy. 


    I think having them collapsible would be the most helpful option, however. 

     

    Charlie 
     

    1 reply

    E
    • Elani
    • June 17, 2024

    Hello Zendesk Team!

    I want to add to this Thread regarding Call Transcripts. The Transcript feature is a game changer, and we agree that the above feedback from Charlie would be helpful. We love how the sentiment is showed through the call and for us to be able to see this trend. 

     

    One issue I am seeing is that the call transcript will state the agent is the customer and the customer is the speaker. Additionally, the transcript will show that the agent is both the speaker and the customer. Please see the attachment provided. This transcript is just the agent speaking not the customer. In the future, will it be able to detect and define who is speaking more accurately? 

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