Conversations
The Conversations tab is your command center for managing, reviewing, and analyzing call recordings in Voice QA.
Overview
All call recordings flow into the Conversations queue where they're:
- Transcribed to searchable text
- Evaluated against your rules
- Scored and analyzed
- Available for review
The Conversation Queue
What You See
Each conversation in the list shows:
| Column | Description |
|---|---|
| Date/Time | When the call was recorded |
| Duration | Length of the recording |
| Agent | Who handled the call |
| Client | Customer (if identified) |
| Status | Processing state |
| Score | Evaluation result (if complete) |
| Sentiment | Positive, neutral, or negative |
Processing Status
Conversations move through these stages:
| Status | Description |
|---|---|
| Pending | Uploaded, waiting to process |
| Transcribing | Converting speech to text |
| Transcribed | Text ready, awaiting evaluation |
| Processing | AI evaluation in progress |
| Completed | Fully evaluated with score |
| Failed | Error occurred (can retry) |
Uploading Conversations
Manual Upload
- Click Upload Conversation button
- In the dialog:
- Select Department
- Select Agent (or leave unknown)
- Choose audio file(s)
- Click Upload
- Wait for processing
Supported Formats
| Format | Extension |
|---|---|
| MP3 | .mp3 |
| WAV | .wav |
| M4A | .m4a |
| OGG | .ogg |
| WebM | .webm |
Maximum file size: 50MB per file
Automatic Upload
With integrations configured, calls upload automatically:
- Call ends in your phone system
- Recording sent to Voice QA
- Transcription begins immediately
- Evaluation runs automatically
- Results appear in dashboard
Learn more about Integration →
Filtering Conversations
Find specific calls using the filter bar:
Available Filters
| Filter | Options |
|---|---|
| Date Range | Today, Last 7 days, Last 30 days, Custom |
| Department | Select specific team |
| Agent | Filter by staff member |
| Status | Pending, Processing, Completed, Failed |
| Score Range | Min/max score percentage |
| Sentiment | Positive, Neutral, Negative |
| Call Type | Incoming, Outgoing |
Combining Filters
Filters work together. For example:
- "Show all negative-sentiment calls from Sales in the past week"
- "Show completed evaluations for Agent John scoring below 70%"
- "Show all pending calls from Customer Support"
Conversation Details
Click any conversation to see its full evaluation.
Audio Player
- Play/pause the recording
- Skip forward/backward
- Adjust playback speed
- Jump to specific timestamps
Call Information
| Field | Description |
|---|---|
| Recording Date | When the call occurred |
| Duration | Length of the call |
| Agent | Who handled it |
| Client | Customer (if identified) |
| Credits Used | Processing cost |
Evaluation Report
Overall Assessment:
- Score — Percentage based on rules
- Sentiment — Customer emotional tone
- Satisfaction — Predicted customer satisfaction
- Summary — AI-generated call summary
- Recommendations — Improvement suggestions
Rule-by-Rule Breakdown:
For each evaluation criterion:
| Field | Description |
|---|---|
| Score | Points earned vs. maximum |
| Evidence | Quotes from the conversation |
| Reasoning | Why this score was given |
| Suggestions | How to improve |
Transcript
Full conversation text with:
- Speaker labels (Agent/Customer)
- Timestamps
- Searchable content
Manual Actions
Re-Transcribe
If transcription quality is poor:
- Open the conversation
- Click Re-transcribe
- Wait for new transcription
Re-Evaluate
If rules have changed:
- Open the conversation
- Click Re-evaluate
- AI applies current rules
Delete
Remove a conversation:
- Open the conversation
- Click Delete
- Confirm deletion
⚠️ Deletion is permanent and cannot be undone.
Bulk Actions
Select multiple conversations to:
- Delete in bulk
- Re-evaluate with updated rules
- Export data
Keyboard Shortcuts
Speed up evaluation review:
| Key | Action |
|---|---|
Space | Play/Pause audio |
← → | Skip back/forward 5 seconds |
↑ ↓ | Previous/Next rule |
Tips for Reviewing
Efficient Review Process
- Use filters to focus on specific needs
- Sort by score to find outliers
- Review failed rules for patterns
- Use keyboard shortcuts for speed
What to Look For
- Low scores — Identify training needs
- Negative sentiment — At-risk customers
- Common failures — Rule or process issues
- High performers — Best practices to share
Next Steps
- Departments → — Configure evaluation rules
- Staff → — View agent performance
- Integration → — Set up automatic upload
- Voice QA Overview → — Return to main guide