{"id":6187,"date":"2026-03-26T11:36:47","date_gmt":"2026-03-26T10:36:47","guid":{"rendered":"https:\/\/help.ino.cx\/?post_type=ht_kb&p=6187"},"modified":"2026-06-02T14:49:08","modified_gmt":"2026-06-02T12:49:08","slug":"speech-analytics-tab-in-recordings","status":"publish","type":"ht_kb","link":"https:\/\/help.ino.cx\/index.php\/help-center\/speech-analytics-tab-in-recordings\/","title":{"rendered":"Transcription tab in Recordings"},"content":{"rendered":"\n
\"\"<\/figure>\n\n\n\n

[Reading time: 3 minutes<\/em>]<\/p>\n\n\n\n

Overview<\/h2>\n\n\n\n

Transcription<\/strong> provides automatic analysis of call recordings.<\/p>\n\n\n\n

\"\"<\/figure>\n\n\n\n

When enabled, it processes voice interactions to produce:<\/p>\n\n\n\n

    \n
  • A written transcription<\/strong> of the conversation, displayed as message bubbles per speaker (agent and contact).<\/li>\n\n\n\n
  • Entity detection<\/strong>: keywords and named entities are highlighted in the transcription (persons, locations, organizations, phone numbers, dates, prices, etc.).<\/li>\n\n\n\n
  • Sentiment analysis<\/strong>: an overall sentiment score for the conversation, broken down by phase (opening, middle, closing) and by participant (agent, contact). \u27a1\ufe0f Read the related article here.<\/li>\n<\/ul>\n\n\n\n

    Transcription is available in two modes:<\/p>\n\n\n\n

    Mode<\/th>Description<\/th><\/tr><\/thead>
    Streaming<\/strong><\/td>Real-time transcription generated live during the call. The transcription appears as the conversation unfolds.<\/td><\/tr>
    Pre-recording<\/strong><\/td>Post-call analysis performed after the recording ends. Only available when the recording is in stereo<\/strong>.<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n

    Once generated, the results are accessible from the Recordings<\/strong> module (Quality Management) via two dedicated tabs: Transcription<\/strong> and Sentiment<\/strong>.<\/p>\n\n\n\n

    \"\"<\/figure>\n\n\n\n

    Prerequisites<\/h2>\n\n\n\n
      \n
    • A Smart<\/strong> license.<\/li>\n\n\n\n
    • Access recordings<\/strong> permission enabled in the user profile.<\/li>\n\n\n\n
    • The Transcription<\/strong> option enabled in the user profile.<\/li>\n\n\n\n
    • Transcription enabled on the distribution queue<\/strong> or voice campaign<\/strong> (set to Streaming or Pre-recording).<\/li>\n\n\n\n
    • For Pre-recording<\/strong> mode: the distribution queue must have stereo recording<\/strong> enabled.<\/li>\n<\/ul>\n\n\n\n

      1. Enabling Transcription<\/h2>\n\n\n\n

      Transcription is configured at the distribution queue (or voice campaign) level in the Maker<\/strong>.<\/p>\n\n\n\n

        \n
      1. In the Maker, navigate to the desired distribution queue<\/strong>.<\/li>\n\n\n\n
      2. In the Option<\/strong> section, locate the Transcription<\/strong> settings.<\/li>\n\n\n\n
      3. Configure the Enable transcription<\/strong> field:<\/li>\n<\/ol>\n\n\n\n
        Option<\/th>Description<\/th><\/tr><\/thead>
        Off<\/strong><\/td>Transcription is disabled. No transcription or analysis will be generated.<\/td><\/tr>
        Pre-recording<\/strong><\/td>Analysis is performed at the end of the recording. Only available if the recording is in stereo.<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n
        \"\"<\/figure>\n\n\n\n

        2. Transcription tab<\/h2>\n\n\n\n

        When a recording has transcription data, the transcription<\/strong> tab appears in the recording detail view, alongside the Recording<\/strong> and Evaluations<\/strong> tabs.<\/p>\n\n\n\n

        2.1. Accessing the tab<\/h3>\n\n\n\n
          \n
        1. Open a recording (from Quality Management or History of interactions).<\/li>\n\n\n\n
        2. Click the transcription<\/strong> tab in the tab bar on the right side.<\/li>\n<\/ol>\n\n\n\n

          2.2. Transcription display<\/h3>\n\n\n\n

          The tab displays the full conversation transcription as message bubbles<\/strong>, similar to a chat conversation. Each message shows the speaker<\/strong> (advisor or contact) and the transcribed text<\/strong>. Detected entities are highlighted inline within the text \u2014 hovering over a highlighted entity reveals its type and additional metadata.<\/p>\n\n\n\n

          2.3. Detected entity types<\/h3>\n\n\n\n

          The following entity types can be detected and highlighted in the transcription:<\/p>\n\n\n\n

          Entity type<\/th>Description<\/th><\/tr><\/thead>
          Person<\/strong><\/td>Names of people mentioned in the conversation.<\/td><\/tr>
          Location<\/strong><\/td>Geographic locations, cities, countries, etc.<\/td><\/tr>
          Organization<\/strong><\/td>Company names, institutions, etc.<\/td><\/tr>
          Event<\/strong><\/td>Named events.<\/td><\/tr>
          Work of art<\/strong><\/td>Titles of works (books, films, etc.).<\/td><\/tr>
          Consumer good<\/strong><\/td>Product or brand names.<\/td><\/tr>
          Phone number<\/strong><\/td>Phone numbers mentioned in the conversation.<\/td><\/tr>
          Address<\/strong><\/td>Postal addresses.<\/td><\/tr>
          Date<\/strong><\/td>Date references.<\/td><\/tr>
          Number<\/strong><\/td>Numerical values.<\/td><\/tr>
          Price<\/strong><\/td>Monetary amounts.<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n

          2.4. Processing states<\/h3>\n\n\n\n

          Depending on the status of the analysis, you may see different states:<\/p>\n\n\n\n

          State<\/th>Message displayed<\/th><\/tr><\/thead>
          Pending<\/strong><\/td>“transcription pending” \u2014 The analysis is still in progress. A Refresh<\/strong> button allows you to check for updates.<\/td><\/tr>
          Completed<\/strong><\/td>The full transcription is displayed with entity highlights and sentiment indicators.<\/td><\/tr>
          Empty<\/strong><\/td>“Unable to start transcription for this call.” \u2014 No transcription data is available for this recording.<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n

          3. Downloading the transcription<\/h2>\n\n\n\n

          You can download the transcription of a recording for external use.<\/p>\n\n\n\n

            \n
          1. From the recording detail view, click the cogged wheel<\/strong> button.<\/li>\n\n\n\n
          2. Select Download the transcription<\/strong>.<\/li>\n<\/ol>\n\n\n\n

            The transcription is exported as a text file. Two formats are available via the API:<\/p>\n\n\n\n

            Format<\/th>Description<\/th><\/tr><\/thead>
            All conversation<\/strong><\/td>Returns the full text content without dates or speaker names. A line break indicates a change of speaker.<\/td><\/tr>
            All conversation details<\/strong><\/td>Returns the full conversation using the format: “Last name First name – Date (hh:mm dd\/mm\/yyyy): message”.<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n

            Note:<\/strong> The transcription export is limited to 20,000 characters.<\/em><\/p>\n\n\n\n

            \"\"<\/figure>\n","protected":false},"excerpt":{"rendered":"

            [Reading time: 3 minutes] Overview Transcription provides automatic analysis of call recordings. When enabled, it processes voice interactions to produce: Transcription is available in two modes: Mode Description Streaming Real-time transcription generated live during the call. The transcription appears as the conversation unfolds. Pre-recording Post-call analysis performed after the recording…<\/p>\n","protected":false},"author":5,"comment_status":"closed","ping_status":"closed","template":"","format":"standard","meta":{"footnotes":""},"ht-kb-category":[105],"ht-kb-tag":[],"class_list":["post-6187","ht_kb","type-ht_kb","status-publish","format-standard","hentry","ht_kb_category-using-ino"],"_links":{"self":[{"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb\/6187","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb"}],"about":[{"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/types\/ht_kb"}],"author":[{"embeddable":true,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/users\/5"}],"replies":[{"embeddable":true,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/comments?post=6187"}],"version-history":[{"count":13,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb\/6187\/revisions"}],"predecessor-version":[{"id":6615,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb\/6187\/revisions\/6615"}],"wp:attachment":[{"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/media?parent=6187"}],"wp:term":[{"taxonomy":"ht_kb_category","embeddable":true,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb-category?post=6187"},{"taxonomy":"ht_kb_tag","embeddable":true,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb-tag?post=6187"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}