18.4. Transcript Download

Team Leaders can now choose to download up to 50 call transcripts at a time from the Insight Search screen. These are saved in a zip folder and are accessed as text files.

Selecting transcripts to download

Upon opening the screen, you will see each Insight call has a tickbox to the left of its row, like this:

Towards the top right of your screen you will also see a Download transcript button to the left of Refresh. Initially this will be greyed out:

To select the calls whose transcripts you wish to download, you can either tick:

• an individual box for a single call
• multiple boxes for multiple calls
• box in the header row which will automatically select the first 50 calls showing in your view

Here the user has selected multiple calls:

Once you have selected one or more call transcripts to download, the Download transcript button will turn blue, indicating that it can now be pressed:

The following message will appear at the top of your screen:

Once your download is complete, you’ll see the zip file at the bottom of your screen.

Click on the zip file and you will see the folder with the files contained within.

The file names comprise:

• Date of call
• Time the call started
• Insight name, shown as Ins-

Click on the transcript you wish to view and it will open as a text file.

What is the maximum number of transcripts I can download?

You can select up to 50 transcripts to download at a time - there is no limit on how many times you can perform this action.

Note if there is a particularly large amount of data in these transcripts (for example if all 50 calls are 60 minutes in duration) you may be asked to select a smaller number of files to make the download possible.

In this instance, you could try to split your download into 2 x 25 transcripts to achieve the same result.

Viewing a transcript

The information from the column headers on the Insight Search screen is shown at the top of each transcript*:

• Insight Name
• UUID
• Time
• Name
• Number
• Direction
• Group
• Duration
• Account
• Contact
• Lead
• Primary Wrap up
• Secondary Wrap up
• 4 x configurable Call Ratings: shown here as Call Quality, Customer Experience, Agent Knowledge, Politeness
• Overall Rating
• Category Details

*Note that all fields will be shown, regardless of whether they have been ticked in the Manage Columns section of the Insight Search screen. Where there is no information to display, this field will show“Null”.

The transcript itself is displayed line by line, split out by Customer and Agent.