Call transcript and AI analysis in Communication Panel
The AI analysis and call transcript may take a while
to appear. To refresh the view, click the refresh button at the top right 
.
In some cases, seeing the analysis and transcript may take until the next batch
job run.
Here's what you can expect to see in this view.
Call recording details
Owner name: the name of the user, queue, or campaign that the recording is connected to
Owner type: User, Queue, or Campaign
Talking time distribution
Speakers identified by numbers or roles (Agent/Customer), depending on configuration.
The colors also show talking time on the playback timeline.
Sentiment distribution
The colors also show sentiment on the playback timeline. In addition, you'll see sentiment for each speaking turn in the conversation depicted with an icon.
Playback
Use the playback controls for playing and pausing the playback, moving backward and forward on the recording, increasing playback speed, and downloading the recording.
Call transcript
To have the transcript scroll automatically when the recording is playing, select Auto-scroll.
Call transcript and AI analysis are also shown in SAP Service Cloud (C4C) when this integration is used.
AI analysis in the Conversation details extension
Shows you the following:
- Language
- Context
- Keywords
- Sentiment
- Summary