Calls and transcripts

Every conversation leaves four things behind, and each has a different purpose.

Recording

The audio. Useful when you want to hear why a caller got impatient. Retention is configured under Security and GDPR.

Transcript

The wording with timestamps, plus every tool call at the point where it happened. This is the view where you find faults: usually there is a tool sitting there that returned nothing.

Summary

A short piece of prose for people who did not take the call. Good for handing over to colleagues, unsuitable for analysis.

Structured fields

The fields you defined on the agent, for example request type, urgency or callback number. These are the only thing you can count later. If you want analysis, define fields before the first hundred conversations, not after.