Play back call recordings, read synced transcripts, correct Signal values, and collaborate with your team on individual calls.Call recordings and transcripts aren’t automatically enabled for every Invoca account. Reach out to your account team or support@invoca.com if you’d like to add these features. All call recordings and transcripts include a standard level of redaction to protect sensitive information. Redacted content appears as asterisks (
****) in the transcript and as a short beep in the audio playback.
Applies to: Call recordings, call transcripts, conversation review
Playing back a call recording
At the top of the Call Details page, use the audio player to play a recording. You can speed up, slow down, or skip forward and backward using the playback controls. A visual timeline next to the player shows when the customer was speaking and when the agent was speaking.Reading the transcript
Below the player, the transcript pane shows the full call transcript with timestamps and speaker separation. The transcript scrolls automatically in sync with playback, and you can click any part of the transcript to start playback from that point. Transcripts are generated using AI, so occasional transcription errors can occur. If a search doesn’t return the result you expect, try searching for a variation of the word or phrase.Correcting Signal values
While reviewing a call, you’ll see a list of all Signal results for that call. Signal values can be True, False, or Not Applied. If a Signal value was applied incorrectly, you can correct it directly from the call:- Select the pencil icon next to the Signal.
- Update the value.
- Click Save.
Adding comments and tagging your team
Use conversation review tools to collaborate with your team on a call:- Select the Comments tab to leave notes.
- Tag team members with permissions above Reporting level to send them an in-platform notification and an email.
- Use comments to highlight training opportunities, share trends, or flag a call for follow-up. You can add emojis for a more interactive experience.