CCP v2 - Call transcripts

After a call ends, you can access an unredacted transcript of the conversation within the CCP or agent workspace. This transcript provides a comprehensive record of the interaction, allowing you to review the entire conversation and extract relevant information for your notes. 

Transcript Details: 

• The transcript includes any categories identified by Contact Lens. For instance, issues identified during the conversation are timestamped for easy reference. 

Example: 

• If a call is transferred to you from another agent, you will have access to the unredacted transcript of their conversation with the customer. 

• Note: Customer sentiment score is not included in the CCP or agent workspace.