Reviewing Call Recordings and Transcriptions

Article Contents

• Accessing the Call Recordings Page
• Available Call Recordings
• Filtering Recordings by Date Ranges
• Filtering Recordings by Users or Tags
• Filtering Recordings by Transcript Keywords
• Filtering Recordings by Transcript Search Terms
• Call Recording and Transcript Search Pane
• Call Recording Playback
• Viewing Transcripts

The Call Recordings page houses all of your recorded calls and associated transcriptions. It shows who your sales team has called, when they called, and whether there were any relevant recordings. 

The Call Recordings page details how your sales team is reaching out to leads and helps to provide a complete picture of how your sales are being attended to.

Click Reports > Call Recordings to access the Call Recordings page from SharpSpring's top toolbar. 

The Call Recordings page is housed with SharpSpring's sales reports. Though the Call Recordings page looks like other SharpSpring sales reports, this page is itself not a report in the same sense. As such, you will be unable to save, export, or schedule these recordings and transcripts. 

Whenever you access the Call Recordings page, the Call Recording and Transcript Search pane will populate with recordings—but only if any are available.

By default, the Call Recordings page will display any available recordings from the start of the current month to the current day. 

However, there may be times when you want to find specific recordings. 

These recordings may be lost in the crowd among your other recent recordings, or you may want to find recordings from calls made previously. You can narrow the displayed available call recordings by setting search filters. These filters are as follows:

• Date ranges
• Users or user tags
• Transcripts

When filtering call recordings, you can apply any combination of these filters.

1. In SharpSpring's top toolbar, click
   Reports > Call Recordings.
2. Click the Date Range menu in the Filters panel.
3. Do either of the following: 
   
       •   Select both a starting and ending date on
            the calendar
   
      •   Select one of the preset periods of time in
           the Date Range column 

1. In SharpSpring's top toolbar, click
   Reports > Call Recordings.
2. Click the Users and User Tags field in the Filters panel.
3. Click the desired user or user tag.
4. Repeat as necessary.
5. Click outside of the drop-down menu to close the field.

You can filter call recordings by specific keywords that are found in call transcripts. Once used as a filter, these keywords can remain as that filter until they are removed. To filter call recordings by keywords found in transcripts, do the following:

1. In SharpSpring's top toolbar, click
   Reports > Call Recordings.
2. Click + Add keywords. 
3. Click the Add Keyword field.
4. Enter the desired keyword.
5. Press the Enter key on your keyboard.
6. Repeat as necessary.
7. Optionally, click    Delete to remove the keyword from the keyword list.
8. Click Save.

Once keywords have been set, the list of transcriptions and recordings will be filtered to only include the entered keywords.

You can further filter these results by selecting individual keywords in the Filters panel to show only those transcriptions and call recordings that match the selected keywords.

You can filter call recordings by searchable words or terms found in call transcripts. To filter call recordings by these search terms, do the following:

1. In SharpSpring's top toolbar, click
   Reports > Call Recordings.
2. Click the Search words and phrases field.
3. Enter the desired word or phrase.

Once filters have been applied to your list of call recordings, you can navigate the results in the Call Recording and Transcript Search pane. 

When viewing the available information, click the
      Sort carets to sort by alphabetical, ascending, or descending order. The displayed order depends upon the particular information column.

The Call Recording and Transcript Search pane displays the following information:

The names of the users that made outbound calls. Also details who the user called.

The date and time that the user made an outbound call.

The call recording associated with the outbound call, including the total call time.

The keyword or search terms that appear in the transcript of the outbound call.

The transcript associated with the outbound call. 

The Call Recording and Transcript Search pane will display available call recordings.

When played back, these call recordings play what was said during an individual call.

You can listen to the playback of only one recording at a time.

The following are available in the recording playback interface:

Starts playback of an individual call recording. Also starts the recording from the beginning if the recording has finished playing.

Pauses the playback of the recording.

Opens a draggable bar that adjusts overall playback volume.

Clicking any point in the recording playback file will play the recording from that point forward, regardless of if the recording is playing or paused.

Every call recording will have a transcript of the call. These transcripts provide a written log of everything said during the call between the caller and the contact. To view transcripts, do the following:

1. In SharpSpring's top toolbar, click
   Reports > Call Recordings.
2. Set date range, user, and keyword filters in the Filters pane as desired.
3. Click View Transcript next to the desired call recording in the Call Recordings and Transcript Search pane.
4. Click    Edit Keywords in the modular window that appears.
5. Add or remove keywords.
6. Click Save.
7. Enter a desired word or phrase in the Search transcript field.
8. Hover over a statement. 
9. Click    Play.
10. Click    Close at the top of the modular window.

The written log will provide a statement-by-statement review of how confident the system is in its transcription. The more filled in the bar is, the higher the confidence rating.

Be sure to review any those statements without a high confidence rating, as well as any suspect words or phrases that appear in the transcript.

The transcript will also have the same playback interface that is found in the Call Recordings and Transcript Search pane.