Overview Learn how to open, read, and analyze call transcripts and performance metrics for your
Target keywords (5-7)- healthcare technology
- AI healthcare
- healthcare technology AI software
- healthcare automation
- practice management AI
Full Article
Voice Agent: Reviewing call transcripts and analytics
Overview
Learn how to open, read, and analyze call transcripts and performance metrics for your Voice Agent interactions. This guide shows you exactly where to click and what to look for, so you can quickly improve call quality.
Prerequisites
- You must have the Voice Agent feature enabled for your account.
- You need the Call History or Analytics permission in your role.
- A web browser with pop‑ups allowed for the Voice Agent dashboard.
Step‑by‑Step Guide
- Log in to the platform
https://your‑company‑domain.com and sign in with your credentials.
- You will land on the Home screen.
- Navigate to the Voice Agent section
- A dropdown appears; select Call Transcripts.
[Screenshot: Left navigation menu with “Voice Agent” highlighted, dropdown arrow pointing to “Call Transcripts”]
- Find a specific call transcript
- Press Enter; the list will filter to show matching transcripts.
[Screenshot: Search bar with example text “John Doe” and filtered results displayed]
- Open the transcript
- The full transcript opens in a new tab, showing speaker labels, timestamps, and highlighted keywords.
[Screenshot: Transcript view with speaker names on the left and conversation text on the right]
- Review analytics for the call
- Key metrics displayed include:
- Call Duration
- Sentiment Score
- Talk‑to‑Listen Ratio
- Resolution Rate
- Hover over any metric to see a tooltip with more detail.
[Screenshot: Analytics sidebar with metric cards labeled “Call Duration”, “Sentiment Score”, etc.]
- Export or share the data
- To share with a teammate, click the Share icon (paper‑plane) and copy the generated link.
[Screenshot: Export button highlighted in blue, Share icon next to it]
- Add notes or tags (optional)
- Click the Tag dropdown and select a relevant tag (e.g., Upsell, Follow‑up).
- Press Save to store your annotations.
[Screenshot: Notes text box and Tag dropdown with “Save” button highlighted]
- Return to the Call History list
[Screenshot: Back arrow in the top left corner of the transcript view]
Common Issues
| Issue | Possible Cause | Fix |
|---|---|---|
| No transcripts appear after searching | Search term does not match any call metadata | Try broader keywords or check the date filter at the top of the page. |
| Analytics sidebar is missing | You are on the Basic view mode | Click the Advanced View toggle (switch icon) near the top right to enable the sidebar. |
| Export button is disabled | You lack export permissions | Contact your admin to grant Export rights to your role. |
| Sentiment score shows “N/A” | The call audio was not transcribed correctly | Re‑run the transcription by clicking Re‑process in the transcript header. |
| Tags cannot be saved | Browser pop‑up blocker is active | Allow pop‑ups for the domain or click the Save button manually after selecting a tag. |
Related Articles
- Voice Agent: Configuring Real‑Time Alerts – Set up notifications for specific keyword triggers.
- Voice Agent: Managing Agent Coaching Sessions – Use transcript notes to create personalized training plans.
- Voice Agent: Integrating with CRM for Automated Follow‑Ups – Connect call outcomes to your sales pipeline.
Still Need Help?
If you run into any problems or have questions, please contact support at support@your‑company.com or click the Help icon (question mark) in the bottom right corner of the dashboard. Our support team is available 24/7 to assist you.
Ready to stop losing patients to voicemail?
See how MedReceptionist handles your call types in a 15-minute demo.
Book Your Demo