https://support.tethr.com/hc/en-us/categories/115002399667-Calls Calls
https://support.tethr.com/hc/en-us/sections/115004037748-Overview Overview

What are calls?

New feature: content organization, collaboration and filtering

This article describes a new feature that may not be available to all users. If you don't see this feature and want to learn more, please contact your Tethr admin.
Section only

Overview:

Calls in Tethr contain the audio,
transcripts
, and details of inbound, outbound or internal calls from your organization. You can play back audio, search the transcript, add private
notes
, and collaborate with team members through public
comments
.

Calls make it easy to:

  • Take a glance at key moments and interactions of a call.
  • Quickly find keywords and
    categories
    within the transcript.
  • Share your calls with other team members for collaboration.
  • Easily add private notes or public comments for easy reference later.
  • Mention other Tethr users to direct their attention to key moments in a call.

Elements of the call timeline:

Call-Timeline-call-timeline.png

  1. Call name: displays the name of the call.
  2. Share call: allows you to share the call with other Tethr users.
  3. Search transcript: allows you to search the call transcript.
  4. Categories: allows you to filter the categories shown within the timeline.
  5. Call dialogue: a visual display of when people are speaking on the call.
  6. Play button: allows you to play and pause the call's audio.
  7. Play slider: visually shows what position the call audio is at during playback.
  8. Redacted audio: represents when sensitive information was removed from the call audio (i.e. credit cards, account numbers, etc.). You will not hear any audio for redacted comments.
  9. Notes or comments: allows you to easily read call notes and comments.
  10. Call duration: reflects the length of the call audio in minutes and seconds.
  11. Playback speed: allows you to change the playback audio speed.
  12. Parts navigation – if the call is part of a composite call, allows you to easily navigate between the different parts of the complete call.

    Note: Composite calls might not be used by all users. Contact your Tethr admin if you are looking for a feature that is not available to you.

Elements of the transcript and call details:

whatarecalls-transcript-calldetails.png

  1. Transcript tab: when clicked displays the call's text transcript, notes and comments. If you don't want to see notes and comments throughout the transcript, check the box labeled Only show call events.
  2. My notes tab: when clicked displays all your private notes for this call.
  3. Comments tab: when clicked displays all your public comments for this call.
  4. Notes/comments: private notes and public comments appear inside boxes within the transcript and are not spoken in the audio file.
  5. Play button: allows you to begin playing back the call at this point in the transcript.
  6. Call events: displays information about who was speaking, what categories were assigned, and a written transcript of what was said.
  7. Add note or comment: hover over the call event to easily add a note or comment.
  8. Redacted audio: represents when sensitive information was removed from the call audio (i.e. credit cards, account numbers, etc.). You will not hear any audio for redacted comments.
  9. Call details: displays key information about the call.
  10. Recent calls: displays a list of calls you've recently visited.
  11. Labels: allows you to easily apply a
    label
    to this call.

What's next?