Transcription accumulates while the call is still running, and the record lands when the call ends. Review is reading that record back — and reading it without a question in mind returns nothing. Decide what you are looking for first.
What a transcript holds
A transcript is what came out of the pipeline. Diarization has already separated who was speaking, Korean text normalization has already shaped numbers and notation into how they are read, and PII redaction has already run as a processor inside the pipeline. Retention, storage location, and access for a given deployment are scoped with you rather than assumed.
What is there: the content of the conversation, the order of turns, who spoke, and the per-call timings. Those timings are instrumented for running the system day to day — we do not publish them as benchmarks.
What is not there: redacted personal information, and any judgement the pipeline never made. A judgement the agent did not make is not in the record either — looking for it only costs time.
What you are reading for
The places it cut in
Look first for a turn that ends mid-thought. If the caller's line stops short and the agent's response begins, turn detection may have read a backchannel as the end. That error is common in Korean conversation, and when it repeats, people start saying less.
The places it went quiet
The opposite error is silence. If a tool call ran long and no filler audio covered it, the line went briefly empty — and the other person almost always says "여보세요" right there. Searching the transcript for that one word is the fastest way to find the gaps.
Came in too early
Read a backchannel as the end and cut the caller off
One call
Came in too late
The silence ran long enough to read as a dropped call
Time-to-first-audio and response latency captured on every call for our own operations, not published as benchmarks.
Observability — Per-call latency signals, not public benchmarks
Where the reading goes
If what you found stays in your head, the next call is the same call. The console keeps records and follow-up on the same screen, and a judgement written down there is the one that reaches the next conversation.
- When cut-offs repeat, mark the turn settings as something to adjust.
- When silences repeat, note which tool call was the slow one.
- Where a guardrail blocked a response, the block itself is the record.
- When the flow itself is what needs changing, go back to the call flow guide.
More resources
Rebuilding the flow, or handling a call that went wrong.