AI Transcript – Toku

The AI Transcript page provides admin and supervisor users with a real-time dashboard to review the transcription of call recordings. The interface allows for efficient tracking, management and retrieval of call transcripts.

Access the AI Transcript tab via Toku Admin Portal > AI Transcript.

Call Transcript Overview Table

This table displays all recent calls in rows, including caller details and current transcription status.

Call Transcript Overview Table Fields

Field Name	Definitions
Interaction ID	An interaction ID is a unique identifier that is assigned to an interaction that occurs between a customer, agent and external party etc. An interaction ID can be used to track, retrieve, or respond to the interaction in various ways.
Channel	Channel via which the agents are allowed to communicate with their customers, such as Incoming Call or Outgoing Calls.
Origin	The origin is the contact details of the one who initiates the communication.
Destination	The destination is the contact details of the one who receives the communication.
Duration	he total talk time between the Origin(s) and Destination(s) after the connection is established, in HH:MM:SS format. Call Duration will be available for both at Interaction level as well as for individual activities within the interaction.
Start Date & Time	This shows the timestamp when the two parties within the interaction or activity are connected. The default format for the timestamp is DD/MM/YYYY, HH:MM AM/PM.
End Date & Time	This shows the timestamp when an entire interaction or an individual activity end. The default format for the timestamp is DD/MM/YYYY, HH:MM AM/PM.
Status	The transcription process for call recordings progresses through three main statuses to help users track the current state of transcription work: Pending: The call recording has been received and is waiting in the queue to be processed by the transcription system. No transcription activity has started yet. In-Progress: Transcription is currently underway. The system is actively converting the call audio into text, and the transcription is being generated. Completed: The transcription process is finished. The full transcript, along with any associated summaries, topics, and tags, is now available for review, download, and analysis. Detailed Status Progress can be monitored for Transcription, Summary and Tags by clicking on the down arrow. Once each of these components is completed, a checkmark will appear next to it. When checkmarks appear next to all three (Transcription, Summary, and Tags) the overall status will automatically change from In-Progress to Completed.
Action	Icon will be available for users to access the Transcript page to view the call transcript, topic, summary, and tags. Icon will be available for users to download the transcript as a PDF containing call transcript, summary and sentiment.

Transcription Process Status

Set the Refresh rate to check the updated status of the transcription process for a record.

Searching/ Filtering Records

Search Tab: Allows users to search within the Activities. By default, system allows search based on the three criteria which are Interaction ID, Phone No, and Agent Name.

Filters: This dropdown option allows users to filter based on the factors below, page screenshot is available:

Channel: Allows users to select activities based on whether the call is incoming or outgoing.
Date & Time: Allows users to view activities within a specified time period. Users can select a start date and an end date to see activities that occurred between those timestamps.

Viewing the Transcript - AI Transcript Page

The Transcript page can be opened up by clicking on this icon

The Transcript page allows users to view the call transcript, topic, summary, and associated tags. Call Details will be shown on this page in a table.

If AI Transcript page is opened while transcription is still in progress, call transcript will not be visible and this page will be shown.

Downloading the Transcript

The transcript can be downloaded in 2 ways.

1) Download from the Call Transcript Overview Table

Click on the action button to download the transcript as a PDF containing call transcript, summary and sentiment.

2) Download from the AI Transcript page

Click on the Download to download the transcript as a PDF containing call transcript, summary and sentiment.

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