SureConnect uses OpenAI Whisper to automatically transcribe every recorded call. Transcripts let you review conversations without listening to the full recording, and they enable transcription-based scoring rules.
Where to find transcripts
- Go to Calls in the left sidebar.
- Find the call you want to review and click to expand it.
- The Transcript section shows the full text transcription of the call.
Transcript availability
Transcripts are generated after the call ends and the recording is processed. This typically takes 30 seconds to a few minutes depending on call length. If a transcript is not yet available, check back shortly.
Using transcripts for scoring
You can create scoring rules that check the transcription text. For example, a rule with the condition transcription contains "interested in a policy" could add +15 to the call's score. See How Call Scoring Works for details.
For agents
Agents can view transcripts for their own calls in the Recordings section of the agent dashboard. This is useful for reviewing calls and improving technique.