How to Get a Transcript of a Phone Call
If you want to get a transcript of your call, you need to have all parties’ consent to record the conversation. If not, you could run into legal issues and lose admissible evidence. You also need to understand how recordings are saved and used. Here are some tips to help you.
Recordings are saved in.wav format
You can record up to four hours of phone calls in one.wav file. This format is a lossless audio compression format that preserves the original audio quality. The recording is stored in the USB flash drive connected to your phone. This allows you to listen to your recordings without having to install an additional app on your computer. The file size is small, and a progress bar displays as the file plays back.
You cannot remove the USB flash drive while an active call is being recorded. Removing the flash drive may corrupt the file, preventing you from playing back the recording later. If you want to listen to a recording, select it from the My Calls or Team Calls tabs.
The Audio Library submenu supplies the audio files available for Hold Treatments and Whisper Announcements. These are professionally recorded stock announcements that encourage callers to be patient while waiting in the Queue. You can also add your own custom audio files for these purposes.
They are searchable
The transcription feature converts Zoom meetings into searchable text, making them easier for stakeholders to digest and find what they need. This way, they can take action on what was discussed without having to watch the full video. Additionally, they can set up keywords to receive notifications when certain words or phrases are mentioned during the call.
Within the Archived Tab Supervisors can search for older call recordings based on one or more of the following criteria:
Initiator/BP – When collapsed shows the agent who initiated the interaction, when expanded it will show the Business Process that the agent answered from. This is only available when the agent has been monitored by a Supervisor.
Max Duration – searches for interactions with the longest recording length. Only available when the agency is using the new HindSight 4 client. Upon searching, the user can then choose to listen to the recording or download the transcription. The transcription is automatically generated and will be included in the file being downloaded.