Accessing Your Call History

Viewing Recorded Conversations Inside EvaluAgent

The Imported Contacts area within EvaluAgent allows users to access and review recorded conversations captured via Real-time QA. These conversations behave like other imported conversations, providing insights, transcripts, and integration into the QA process.

In this article, we'll cover:

1. Accessing Recorded Conversations
2. Using Insights and Transcripts
3. Feature Limitations

Please note, in order to access this call log, you must have permission to view the Imported Contacts screen, and have at least the "Agent" role

1. Accessing Recorded Conversations

To view recorded conversations:

1. Navigate to the Imported Contacts section. 
2. Use the dropdown to select the EvaluAgent Live integration.

1. You will now see a list of all recorded conversations.

2. Using Insights and Transcripts

Once a conversation is recorded, it will be available in the Imported Contacts list with the same functionality as other integrations. Users can:

• View key insights such as sentiment and resolution status.
• Read the full conversation transcript.
• Use the conversation within their QA processes.

Frequently Asked Questions (FAQs)

Q: Can I listen to a recorded conversation?
A: Yes

Q: Will Post Interactions Analytics Be Performed On Real-time Call Recordings?

A: At present, this feature is unavailable (March '25) however it will soon be released.

Q: Can I filter Real-time QA recordings?
A: Yes, you can filter conversations by agent, date, and key insights.

Q: Will audio playback be available in the future?
A: Yes, this feature is planned for a future update.