1. Click Menu > Analytics > Analytics Workspace.
2. Click the Interactions tab.
3. Click the row of the interaction whose transcript that you want to view.
4. Click the Transcript tab.

The following image represents a message transcript.

Click the image to enlarge.

An email’s recording information appears inside the email. Recording information for an email appears in the Details tab.

1. Click Menu > Analytics > Analytics Workspace.
2. Click the Interactions tab.
3. Click the row of the interaction whose transcript that you want to view.
4. Click the Transcript tab.
5. On the right side of the email, click the blue settings icon. 

The recording information appears below the email title. For more information, see the Recording Information section in the View an interaction’s Details tab article.

1. Enter the word or words that you want to find in the Search field of the Transcript tab.
2. Press Enter.

The words and sentences in the transcript are divided into customer and agent sections. On the left side of the page, every section includes a time stamp and an icon that indicates when the customer or the agent sent the message.

Customer:  Agent:  ACD participant:

1. Click Menu > Analytics > Analytics Workspace.
2. Click the Interactions tab.
3. Click the row of the interaction whose transcript you want to view.
4. Click the Transcript tab.
5. Click the Copy Transcript option () in the upper right corner of the transcript. 

The following metadata is copied.

• Interaction Type
• Interaction ID
• Message Type (only available for a message interaction)
• Start Time (User’s timezone)
• End Time (User’s timezone)
• Duration
• Internal Participant(s)
• External Participant(s)
• Transcript:
  • Date/Time (User’s timezone)
  • Participant Type (Internal/External)
  • Participant
  • Text
• Interaction Summary
• AI Insights

Key points:

• Availability
  • The translation option is available on the Interaction Details page when a transcription is present and a dialect is available.
• Types of interactions supported
  • Digital, and email interactions (body only) can be translated.
  • Web messages: Apple, Facebook, Instagram, Open, SMS, WhatsApp, Web Message, and X.
  • Email interactions with an HTML toggle enabled are not supported.
• User interface elements
  • A translation icon (which changes appearance when active) is displayed.
  • A label at the top of the transcript panel indicates that translation is in progress and shows the source and target dialects.
  • You can select a different target language via a drop-down menu, where languages are listed in their native scripts (for example, Hebrew appears as עברית).
• Considerations
  • For digital interactions, only the first 10,000 characters are translated approximately.
  • The feature is limited to 1,000 translations per organization per day.
  • During translation, original text features like topic tags, search functionality, sentiment markers, and redactions behave differently. For example, copying the transcript always copies the original text.
  • When a user does not have the View sensitive data permission and checks a transcript for translation, any redacted text in the original transcript is not translated.
    Note: Sometimes, the redacted entity name might appear in brackets if the translation service processes it that way.
  • After initial translation, the translated text will be cached for up to 20 hours, and visible after activating the translation icon.
    

Work with on-demand transcription translation

1. Navigate to the interaction that you want to review. Ensure that the interaction contains a transcription (digital message, or email body).
2. Locate the translation icon . Within the transcript panel, look for the translation icon. This icon is visible only when a transcription is present.
3. Click or toggle the translation icon. Once activated, the icon changes its appearance to indicate that the translation process has started. A label appears at the top of the transcript panel, stating that the text is being translated from the source dialect to your selected target dialect.
4. Wait for the translation to complete. A spinning icon appears (usually on the upper right of the interaction page) while the system processes the translation. 
5. Review the translated transcript. Once the translation is complete, the translated text appears underneath each line of the original transcript.
   Some elements (for example, topic tags, sentiment markers, and search functionality) remain based on the original text.
6. Adjust the Target Language (if necessary). If the automatically selected target language is not your preferred dialect, click the drop-down menu in the translation area and choose your desired language. Languages in the drop-down appear in their native format (for example, Hebrew as עברית).

Disable translation

To revert to the original transcript, just toggle off the translation option. The translation label disappears, the icon returns to its original state, and the transcript displays the original language.

• Quality assurance
• Coaching and training
• Identifying trends in customer interactions

Agent-level summaries provide AI-generated insights into the actions taken by both human and virtual agents during customer interactions. Supervisors can use these summaries to quickly review agent performance, making evaluations faster and more meaningful. The feature is available when Agent Copilot is enabled and associated with the queue, or when Virtual Agent is enabled in the flow. It applies across all interaction types giving supervisors a complete view of customer engagements. Both the AI-generated summary and any edits made by the agent are displayed, offering a transparent and accurate record of activity.

An AI-generated outline organizes an interaction into chapters, making it easier to review high-level conversation flow and quickly navigate to specific parts, creating a clearer path to insights. Each section includes a generated header, a brief description, and the related transcript content. The outline preserves the chronological order of the interaction and includes every transcript sentence exactly once.

AI-generated outlines are generated at the communication level. After the outline is generated, it is available as long as the transcript exists.

To view the AI-generated outline:

1. Click  Menu > Analytics > Analytics Workspace.
2. In the Default section, search for Interactions, and then click the view name to open it.
3. Click the row of the interaction whose transcript you want to view.
4. Click the Transcript tab and select an interaction. By default, the transcript opens in the regular transcript view.
5. Turn on the AI outline or Collapse all outline segments .
6. To return to the standard transcript, turn off the AI outline toggle.

• AI summaries are available for messaging transcripts (email interactions are not summarized).
• Data retention
  • The AI summary follows the same retention policy as the recording and transcript.
  • If a recording is deleted, the AI summary is also deleted.
• Transcript modifications
  • If new transcripts are added or some are deleted from an interaction, the summary is regenerated.
  • If all transcripts in an interaction are deleted, the summary and AI Insights are permanently removed.