Skip to main content
Chat with transcripts to ask questions, identify patterns, and get instant insights from your call data.
Works across Training, Live Assist, and QA products.
Analyze individual call recordings to understand specific interactions.
1

Access Call Record

Open a call record by:
  • Clicking the purple timestamp in any simulations or live calls table
  • Clicking View on an agent’s performance profile
2

Open Chat

On the QA details page, click the Chat button on the right panel. The chat interface appears.
3

Ask Questions

Type your question in the chatbox or select a suggested prompt.
4

Start Chatting

Click Send to begin. Continue the conversation to dig deeper, or click ”+ New Chat” at the bottom left to start a fresh thread.
  • Understand what happened on a specific call
  • Identify compliance issues or missed steps
  • Review agent handling of customer concerns
  • Extract key information (customer details, resolution outcomes)
  • “Did the agent complete all required QA steps?”
  • “What was the customer’s main concern?”
  • “How did the agent handle the objection?”
  • “Was the M&R disclosure completed correctly?”

​
FAQ

Yes. Chat works with both live call recordings and training simulations.
You can chat with more than 10 calls at once for faster insights across larger data sets.
Larger batches may temporarily slow performance as we process more transcripts. Speed improvements are ongoing.
Access depends on your role and permissions. Check with your manager or admin if you don’t see the chat option.
Ask about QA compliance, call handling, customer concerns, performance patterns, specific call details, or any other aspect captured in the transcript.