Monitoring & Analytics
Call Transcripts & Logs
Every conversation recorded, transcribed and linked to the actions it triggered, for quality review, improvement and audit.
Every conversation with Sarj leaves a complete record: what the customer said, what the agent answered, and what it did in your systems. These records are how you improve your agents and how you answer an auditor.
What is recorded
Transcripts
A transcript of every call and chat, in the language the customer used, whether Arabic dialect, MSA, English or a mix.
Recordings
Call audio, kept according to your retention policy.
Extracted details
The structured details Sarj collected, such as order numbers, dates and amounts, as they were passed to your systems.
Action log
Each action Sarj took, in which system and with what result, linked to the moment in the conversation that triggered it.
Using transcripts well
Quality review
Sample conversations each week, especially those that ended in a handoff, and note where the agent could have done better.
Improving flows
Patterns across transcripts show where callers hesitate, repeat themselves or ask for a person. Share them with your deployment team to refine the flow. See Designing Conversation Flows.
Audit
When a regulator or an internal team asks what happened on a call, the transcript and action log answer it in one place.
Where records are kept
Transcripts, recordings and logs are stored in-region, in your own tenant, and kept for the period your policy sets. See Data Residency & Hosting and Data Privacy & Access.