Read the transcription of an audio recording in the new media player

IMPORTANT   The information on this page is about the AI Transcription panel in the new media player. For information about AI Transcription panel in the classic media player, go here: Read the transcription of an audio recording in the classic media player.
How do I know which version of the media player I have?
If you see the Return to classic button in the upper-right corner of the page, you are in the new media player, and the information below applies to you. If you see the Switch to new media player button, or if you don't see either of these buttons, you are in the classic media player. Go here for information about the classic media player: Play contacts in the classic media player.

In the AI Transcription panel, you can review the transcription of an audio recording. The panel displays this transcription as text bubbles. When you play back a recording, Calabrio ONE highlights the text bubble of the current speaker.

Text bubbles for the inbound audio stream are blue and right-aligned, and text bubbles for the outbound stream are gray and left-aligned. If your organization uses Analytics phrases, occurrences of these phrases are highlighted in yellow. (See Create and manage phrases and phrase categories for more information about Analytics phrases.)

If your organization removes sensitive information from transcripts with the Transcription Redaction feature, redacted text appears as #####.

Prerequisites

  • Your organization has the QM license and either the Analytics Enterprise license or the Analytics Enterprise Plus license.
  • Your organization has opted in to access the new media player.
  • You have the View Contacts and View Speech to Text Analytics permissions.
  • The contact is an audio call that has been processed with a Speech-to-Text (Transcription) task. See Create Analytics tasks.

Page location

New media player > AI transcription panel

You can access the new media player by opening a contact from one of these locations:

  • Analytics > Trending Topics
  • Analytics > Auto QM
  • Analytics > AI Tags

Procedures

Skip to a specific spot in the contact

Click a text bubble to move to it. The Time panel, Audio panel, AI sentiment panel, Phrase hits panel, and audio timestamp (next to the Play button) move to the corresponding part of the contact.

Search for words in the transcript

  1. Click the options icon in the upper-right corner of the panel.
  2. Select Find.
  3. Enter your search in the Find field. Text that matches your search is highlighted.

Print a transcript

  1. Click the options icon in the upper-right corner of the panel.
  2. Select Print. Your browser’s print window opens. From here, you can also save the conversation as a PDF.

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