What is the summary line in the conversation list?
The first 700 characters of what the caller said during the call, or the topic they typed if they said nothing. Kawl Now doesn’t write it with AI, so it shows the caller’s own words.
From Conversation analytics: review your voice agent’s calls
Is a call transcript the same as a call recording?
No. A recording keeps the audio, and a transcript keeps the words as text. Kawl Now keeps only the text transcript and doesn’t record call audio.
From What is a call transcript? How transcripts are made and used
What affects the accuracy of automatic call transcripts?
The audio, the speaker and the vocabulary. Clear speech through a good microphone usually transcribes well, while names, numbers, accents and specialist terms are common sources of error, so check important details against what the caller meant.
From What is a call transcript? How transcripts are made and used
Can I export full transcripts?
Not in bulk from the dashboard. Export downloads your latest 100 conversations as JSON without transcripts. Open each transcript on the Conversations tab, or fetch it with GET /api/manage/conversations/{id} and a Kawl Now workspace token.
From Conversation analytics: review your voice agent’s calls
Who should read transcripts after a voice agent launches?
Someone who can change the knowledge base, every day for the first week. They can add a missing answer the same day, and read the feedback the agent noted, because nobody is emailed when a caller leaves it.
How often should you review voice agent conversations?
Daily for the first week after you switch on customer calls, then weekly. Read every conversation while volumes are low, give each one an outcome label and fix the source behind every miss before the next review.
From Conversation analytics: review your voice agent’s calls
Which KPIs matter most for an AI voice agent?
Gap rate and top topics. Gap rate shows how often the knowledge base fell short, and topics show what to write next. Add completion rate and conversation length to spot technical problems, and run your own survey if you need CSAT.
Does Kawl Now measure CSAT?
No. Kawl Now records each conversation’s status, length, transcript and feedback, and callers can press That was helpful after a call, but it doesn’t run surveys or calculate CSAT, NPS or resolution rates. Use the export and a transcript review to work out your own KPIs.
How do you measure deflection for a website voice agent?
Indirectly. Compare your help desk’s ticket volume on the topics the agent answers for the weeks before and after launch, and read transcripts to see whether those questions were answered. Releases, seasons and pricing changes move ticket volume too, so treat the result as a rough signal.