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Recordings & Transcripts
Each call's detail page can include the call's audio and a written transcript, where recording is enabled for the agent.
Recording
The call audio is attached to the call record. Where Split Tracks is available, the caller's and agent's audio are separated onto their own tracks, so you can review either side independently instead of a single mixed-down file.
Transcript
The Conversation Transcript is a turn-by-turn written record of the call, useful for reviewing what was said without listening to the full recording.
Using them together
The transcript is the fastest way to check what happened; the recording is there when tone, wording, or an exact claim needs to be verified directly against the audio.