Call Transcription & Summarization
Call Transcription and Summarization helps you convert call conversations into text and automatically generate a short summary of the discussion. This makes it easier to review calls, understand key points, and track important follow-ups without listening to the full recording.
This feature can automatically transcribe and summarize calls, or it can be used manually for individual calls if automatic settings are disabled.
How to Configure Call Transcription and Summarization
Before using this feature, you need to configure it from the Call Settings page.
Follow these steps:
Go to Settings in your DoubleTick workspace.
Navigate to the Calls section.
Search for Call Settings.
Inside Call Settings, you will see two configuration options.
Enable Auto-Transcribe Calls
This setting allows the system to automatically generate transcripts for every call.
Steps to enable it:
Locate the Auto-Transcribe Calls toggle.
By default, the toggle may appear disabled.
Move the toggle to the right side to enable it.
Once enabled, every call will automatically be transcribed.
A note below this option also mentions that enabling transcription allows the system to scan calls in CX Overview for insights and analysis.
If this setting is turned off, you can still transcribe individual calls manually whenever needed.
Enable Auto-Summarize Calls
This setting automatically generates a summary for each call.
Steps to enable it:
Locate the Auto-Summarize Calls toggle.
If it is disabled, move the toggle to the right side to enable it.
Once enabled, the system will automatically create a summary for every call.
If the setting remains off, users can still generate summaries manually for individual calls.
Where to View Call Transcripts and Summaries
After transcription and summarization are enabled, you can view them from the Calls section.
Follow these steps:
Go to Calls from the main menu.
You will see a list of all calls, including:
Incoming calls
Outgoing calls
Missed calls
Open any incoming or outgoing call from the list.
Inside the chat, you will see the call recording displayed in the conversation.
Below the call recording player (where you can play or pause the recording), you will see options for Transcript and Summary.
Click View Full Transcript.
This will open a panel on the right side of the screen where the complete call details are displayed.
The panel includes:
Call details
Information about who answered the call
Whether the call was incoming or outgoing
The call recording
The full transcript
The AI-generated summary
What the Call Summary Includes
The call summary provides a quick overview of the conversation so that you can understand the outcome without reviewing the entire call.
The summary typically includes:
A quick recap of the conversation
Key discussion points covered during the call
Next steps or actions mentioned during the discussion
This helps teams quickly understand what happened during the call and decide the next course of action.
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