How to review your Phone Calls via Recordings and Transcripts

[stevestormoen]

Contents of this Article

• General Overview 
• Create a List of Calls to Review
• Using your Conversation Review Tools
• Correcting Signal Values in your Phone Calls
• Adding Comments and Tagging your Team Members

General Overview

Invoca’s conversation review features enable you to gain in-depth insights from your phone calls in an efficient and streamlined manner. Whether you're looking to gain new marketing insights into your customers, or to improve the performance of sales agents in your organization, Invoca’s platform makes it easy to surface the most relevant details from your calls.

Call recordings and transcripts in Invoca include a standard level of redaction to help protect sensitive information. Redacted content appears as asterisks (****) in the transcript and as a short “beeep” sound in the audio playback.

This article will explain how to:

• Review lists of the most relevant calls in your Invoca account
• Review your call recordings with readable transcripts and playback controls
• Navigate directly to interesting parts of your conversations with Signal markers and text search

Don't have access to these call review tools?
This article discusses a few features — call recordings and transcripts — which aren't automatically enabled for every Invoca account. If your Invoca platform doesn't have these features yet but you'd like to use them, reach out to your Invoca Customer Success Manager.

Create a list of calls to review

After logging in to Invoca as a user with "Observer" level permissions or higher, there's two different ways to build a list of calls to review.

From your Invoca Dashboard

If you've already built a dashboard tile that compiles the types of calls that you want to review, click the View Report button from the tile's Action dropdown menu. A playlist of the calls in that dashboard will appear.

From your Calls Report

You can also create a list of calls to review from your Invoca reports. In the gray menu ribbon, hover over Reports and click Calls Report. Then use our filters, signals, and custom columns to narrow down the exact criteria for the calls you’d like to review. Refer to our article Using your Invoca Reports if you'd like more details on sorting your calls.

Once you've built your fully filtered report, select the List View button next to your list of filters.

If you only want to review one call, you can also click the magnifying glass icon for that call in the Call Details column.

 

Using your Conversation Review Tools

Here's a look at what your call review suite might look like with all your Conversation Review features enabled.

Note: Things may look a little different if you don't have all of these features enabled. If you need additional assistance with enabling these capabilities contact your Invoca CSM. 

At the top of your Call Details page, there is an audio player. Select Play to start listening to a recording of your phone call. You can speed up or slow down the playback of your call, as well as skip forward or backwards using the audio controls next to the play button.

To the right, you'll see a visual timeline of your phone call, with periods in which your customer is speaking marked in green, and periods in which your call agent is speaking marked in orange.

Below, in the main transcript pane, you’ll see the full transcript of your call, including timestamps and speaker separation. As you listen, the transcript will automatically scroll in sync with playback. You can also click any part of the transcript to start playback from that point.

Keep in Mind: Redacted information is represented as **** in the transcript and as a short “beeep” in the audio.

If you’re looking for a specific word or phrase, use the transcript search function. Transcripts are generated using AI, so occasional transcription errors may occur — try searching for variations if your first attempt doesn’t return results.

Correcting Signal values in your phone calls

While reviewing your phone calls in the Analysis pane, you'll see a list of all Signal results for your phone call. The Signal value options are: True, False, or Not Applied.

If you find that a Signal value was applied incorrectly, you can edit it directly in the Analysis window. This ensures your reports are accurate, improves Sales Agent evaluations, and can even strengthen Signal AI training.

To edit, select the pencil icon, update the value, and click Save.

 

 

Adding comments and tagging your team members

You can also use conversation review tools to collaborate with your team.

1. Select the Comments tab to leave notes on calls.
2. Tag team members (for users above Reporting level) to send both in-platform notifications and emails.
3. Use comments to highlight training opportunities, trends, or follow-ups.
   Emojis can be added for a more interactive experience.
   
   

Examples:

• Highlight a teachable moment for a sales agent.
• Share an emerging trend with your team.
• Flag an idea for future review.