# Source: https://docs.avaamo.com/user-guide/avaamo-agent-assist/agent-assist-widget/transcripts-view.md

# Transcripts View

This view of `Avaamo Agent Assist` that provides real-time transcription of ongoing conversations during live calls.&#x20;

By providing these real-time and accurate transcripts, the system not only improves the agent's efficiency but also serves as a foundation for other advanced features like recommendations and summarizations, contributing to a smoother and more effective customer service process.&#x20;

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The transcript also includes sentiment analysis for each caller message, categorized into four types:

1. **Positive** (Green)
2. **Neutral** (Grey)
3. **Mixed** (Orange)
4. **Negative** (Red)

These sentiment indicators reflect the caller's emotions, helping you adjust your approach to the conversation accordingly.

### Handling New Call Transcripts

The **Agent Assist** widget does not automatically refresh to show the latest call transcript from the previous call during wrap-up activities. Instead, you receive a notification that also acts as a link or button, allowing you to switch to the new conversation at your convenience manually. This feature is designed to prevent interruptions during the wrap-up of your current call.

By clicking on the `You have a new call`, the content view refreshes to display the transcript of the new call. If the new call ends before you switch to it, the entire conversation transcript and summary is still be available for review. You can revisit this missed conversation later.

<div align="left"><figure><img src="https://1344664878-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FHfK4tPiafoSGZeCdWl7R%2Fuploads%2FPWGRaOVd8Q3iWLFvsqdn%2FScreenshot%202024-10-18%20at%206.38.35%E2%80%AFPM.png?alt=media&#x26;token=937e0f38-ecda-4223-aa81-984ac67c4223" alt="" width="375"><figcaption></figcaption></figure></div>

### **What Happens When a Call Ends?**

The screen automatically switches to the Summary View when a call concludes. The summary is typically generated within 3-5 seconds, depending on the length of the conversation.

### **How to Stop the Transcription Midway**

You can stop the transcription of an ongoing call at any time by clicking the `End Transcription` button. After clicking, a prompt asks you to confirm your action. Once confirmed, the transcription stops immediately, and the call summary is generated based on the conversation up to that point.

<div align="left"><figure><img src="https://1344664878-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FHfK4tPiafoSGZeCdWl7R%2Fuploads%2FtW2GJ1ylBpe5CjjKX54B%2FScreenshot%202024-10-28%20at%2010.37.35%E2%80%AFAM.png?alt=media&#x26;token=e8d6f0fa-afe0-4daa-8f90-e4cf34d5a07c" alt="" width="375"><figcaption></figcaption></figure></div>

### Steps to use Call Transcripts in Agent Assist

1. **Receive the Incoming Call**:

   When a new call arrives, the agent accepts the call. Refer to [Handling New Call Transcripts](#handling-new-call-transcripts) for more detailed guidance on managing incoming calls.

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2. **View Real-Time Transcription**:

As the conversation begins, transcriptions of the call audio stream in real-time within the **Main Content Area** of the widget. This allows the agent to follow the conversation as it progresses.

<div align="left"><figure><img src="https://1344664878-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FHfK4tPiafoSGZeCdWl7R%2Fuploads%2FE4rLYeG0XwbTeoidePu0%2FAgent%20assist1%20(4).gif?alt=media&#x26;token=8ab88d32-b132-4b1b-8e52-4ada074e911e" alt="" width="375"><figcaption></figcaption></figure></div>

3. **Monitor Sentiment Analysis**:

Throughout the call, the sentiment of the user's responses is displayed, providing insights into the user's emotions based on their speech. You can also access the [Knowledge Assist](https://docs.avaamo.com/user-guide/avaamo-agent-assist/agent-assist-widget/ai-assist-view/knowledge-assist)[ ](https://docs.avaamo.com/user-guide/avaamo-agent-assist/agent-assist-widget/ai-assist-view/knowledge-assist)and [Recommendations](https://docs.avaamo.com/user-guide/avaamo-agent-assist/agent-assist-widget/ai-assist-view/recommendations) tabs to receive real-time answers to user queries.

<div align="left"><figure><img src="https://1344664878-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FHfK4tPiafoSGZeCdWl7R%2Fuploads%2FQdFmkfgcCaYA6oi9asfb%2FAgent%20assist1%20(3).gif?alt=media&#x26;token=f4b0bcfb-f43b-44b4-9ce9-a4fe872e4df1" alt="" width="375"><figcaption></figcaption></figure></div>

4. **End of Call Summary**:

When the call ends, a summary message appears at the bottom, showing the `call duration` and a `Call ended` notification.

<div align="left"><figure><img src="https://1344664878-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FHfK4tPiafoSGZeCdWl7R%2Fuploads%2FyHz6Pc4IqjoI4gwzWIVv%2FScreenshot%202024-10-28%20at%2012.40.57%E2%80%AFPM.png?alt=media&#x26;token=bc2f3481-6625-4518-ab8d-e70a7f924659" alt="" width="375"><figcaption></figcaption></figure></div>

5. **Access Call Transcripts After the Call**:

To review the transcript after the call automatically navigates to the [Summary tab](https://docs.avaamo.com/user-guide/avaamo-agent-assist/agent-assist-widget/ai-assist-view/summary) in the widget.

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