Search Text in Calls

Using this page, the user can:

• Utilize the date filters to refine the list of calls
• Indicate keywords or phrases to perform a search in the call transcript database
• Examine the generated call summaries to locate key discussion points promptly
• Sort the results by call rank to focus the analysis on the most impactful interactions

Search Filters
The “Search call by filters” provides the following filtering options to enhance precise modification of search results.

Speech Adapter:

• The user must choose the appropriate speech adapter from the Speech Adapter dropdown menu. The available adapters are based on the current configuration of the Speech Recognition Channels.
• Language: The user can select a particular language from the language dropdown menu to filter calls accordingly. Alternatively, the user may retain the [Any Language] selection to search the entire language set.
• Date set: Optionally, the user can set a particular date range by establishing a Start and End Date. This search filter is optional to utilize.

• Phrase: This filter allows the user to locate occurrences within the call transcripts by entering a keyword or phrase. The user can then find calls with the designated text in the speech-to-text transcription.
• Phrase Start Time & Phrase End Time: To narrow the search within the call transcript, the user can set a Phrase Start Time and Phrase End Time (in seconds). The system will locate the specified phrase only if it occurs between these times.
  For example, entering three as the start and 10 as the end will restrict the search to the 3rd–10th seconds of the call.
• Summary: The system utilizes an AI tool that transcribes calls and generates concise summaries highlighting key subjects and dialogues.
  The user can enter keywords to search within these summaries and quickly find relevant calls without reviewing full transcripts.

• Speech Recognition Rank Description: AI analyzes calls and generates rationales explaining the assigned quality score. The user can search specific words or phrases within these descriptions to quickly find calls based on the quality score explanation. The full Rank Description is available under the Transcription column in the search results table.
• Minimum & Maximum rank: The user can set Minimum and Maximum Rank values to filter calls by their quality score and control which calls appear in the search results.

Search Output Columns

The table below provides descriptions of the output columns.

Transcription & Recording

When the user clicks "Show Transcription," a pop-up window opens, allowing the user to review call data, analyze conversations, and retrieve information without leaving the current view.

The window is divided into three main sections:

• Summary: Displays the AI-generated call summary and the Rank Description, alongside the assigned rank score.

• Transcription: Displays the full AI-transcribed conversation. Each entry includes a timestamp and speaker identification.
  The user can select the number of entries to display per page (10, 25, 50, or 100). Additional options allow the user to search for specific words or download the transcript as CSV or JSON files.

• Call details: Displays essential call information, including the Call ID, Bill Duration, Destination number, and Caller ID.

  

Additionally, the user can click “Play Record” to open the audio player with a waveform view to quickly identify spikes, pauses, and transitions. Playback controls include play, pause, rewind, fast-forward, volume adjustment, mute, channel selection, and speed control (0.5×–2×). The recording can be downloaded locally.

To view additional call details, the user can click on “Extended Data” to open the full “Show Transcription” section, which includes the call summary, rank description, and complete searchable transcript with download options.