Managing conversation recordings

All the recordings that meet the criteria set by your Revenue Accelerator admins will appear to you as conversations. You will receive an email notification once the conversation has been processed and analyzed. You can review the recording and associated metrics through the Conversations page in the web portal. The Conversations page allows you to:

• Add conversations from an existing Zoom meeting recording
• Search and view transcripts
• Search using featured callouts such as Good Questions, Next Steps, Topics, or Indicators.
• Filter conversations
• Quickly gain insights into the meeting through automated summary and detected chapters
• Create your own playlist of recording
• Add non-Revenue Accelerator cloud recordings for Zoom Revenue Accelerator to analyze
• Adjust the language spoken in a conversation

Note: Zoom Revenue Accelerator recordings follow the data retention policies of the Zoom account. If your account owner or admins are configured to delete Zoom recordings automatically after a period of time, then the recordings will be removed from Zoom Revenue Accelerator as well.

This article covers:

• How to access Zoom Revenue Accelerator conversations
• How to add conversations
• How to filter and sort conversations
  • Select columns to display
  • Filter search results
  • Sort conversation information
  • Create custom filters for conversations
  • Create advanced filters for conversations
• How to manage conversation recordings
  • Delete multiple conversations
  • Download multiple conversations
• How to use the recording playback section

Prerequisites for managing Zoom Revenue Accelerator conversation recordings

• Pro, Business, Enterprise, or Zoom Phone standalone account
• Licensed user with Zoom Revenue Accelerator license
• Recording settings must be configured by admins
• Zoom desktop client for Windows, macOS, or Linux: 5.12.6 or higher

How to access Zoom Revenue Accelerator conversations

How to add conversations

1. Access the Conversations page.
2. In the top-right corner, click Add Conversation.
   A pop-up window will appear.
3. In the window, under Meeting Recording Link, paste your meeting recording link.
4. Select the following checkbox: By clicking "add," you are directing Zoom to access, process, and use your meeting recording(s) for the purpose of providing the Zoom Revenue Accelerator service, including analysis, insights, and Zoom’s product improvements to the service. Before sharing the recording(s) with us, please make sure you have the necessary consents from all meeting participants. Depending on your organization’s settings and policies, others in your organization may be able to access these recording(s) or any data, transcripts, or analysis generated from the recordings.
5. Click Add.
   The conversation will be added.

How to filter and sort conversations

Select columns to display

From the Conversations page, control the columns you want the page to display by selecting from:

• Start Time
• Customer or Lead
• Deal
• Call Queues
• Internal Participants
  Note: No-show participant names are grayed out.
• External Participants
  Note: No-show participant names are grayed out.
• Stage during Conversation
• Opportunity Type (opportunity)
• VIP (opportunity)
• Engagement Score
• Sentiment Score
• Longest Spiel
• Filler Words (words/min)
• Patience (seconds)
• Good Questions
• Next Steps
• Language
• Source

Note: Columns selected in the My Conversation tab will not sync to the All Conversations tab.

Filter search results

You can search all conversations, including meetings you hosted and meetings you attended.

At the top of the Conversations page, set the following filters based on your preference:

• Scope: Use the Scope filter to find specific conversations.
  • To view personal conversations, click the Scope filter dropdown and select My Conversations.
  • To view your team's conversations, click the Scope filter dropdown and select My team's conversations.
  • To view conversations shared with you or your team, click the Scope filter dropdown and select All Conversations.
  • To select a specific team's conversations, click the Scope filter dropdown and select Select team..., then select the team you want to filter, and click Apply.
    Note: The teams listed depend on the access configured by your Revenue Accelerator admins.
• Time Period: Click the dropdown to select Today, Last 7 days, Last 30 days, Last 90 days, Last 365 days, or Custom Period.
• Advanced Search: Click the search field then click Advanced Search. Use search parameters to search for multiple terms and exclude specific terms.
• Save filters: Choose how you want to manage your current and default filters.
• Use the search bar to enter keywords to find a specific conversation.
  • Click the search bar box, then narrow your search:
    • Click Topics, then select a topic to filter search results.
    • Click Indicators, then select an indicator to filter search results.

Sort conversation information

On the Conversations page, view the information in the columns to sort through the conversation's information:

• Start Time: At the top of the column, click the button to arrange the start time from newest to oldest or oldest to newest.
• Customer or Lead: View the name of the customer or lead. The Customer or Lead label will be displayed under the name.
• Deal: Click the deal name to view the deal details. You will be directed to the Deals page.
• Call Queues: View the call queues.
• Internal Participants: Hover your mouse over the internal participant icon to view participants from the list or a phone number.
• External Participants: Hover your mouse over the external participant icon to view participants from the list or a phone number.
• Stage during Conversation: View the conversation stage.
• Opportunity Type: View if the opportunity is New Business or Existing Business.
• VIP: View the Yes or No answer.
• Engagement Score: At the top of the column, click the button to arrange the score from highest to lowest or lowest to highest. Hover your mouse over the engagement score to view more information about it.
• Sentiment Score: At the top of the column, click the button to arrange the score from highest to lowest or lowest to highest. Hover your mouse over the engagement score to view more information about it.
• Longest Spiel: View the duration of the longest speech segment of the speaker.
• Filler Words (words/min): View the average number of filler words used per minute by the speaker. Click the number to view more information or View in Transcript.
• Patience (seconds): View the amount of time between a question and the respondent’s answer.
• Good Questions: View the number of good questions in the conversation. Click the number to view the specific details about the good questions.
• Next Steps: View the number of action items or conclusions. Click the number to view the specific details about the next steps.
• Language: View the spoken language in the conversation.
• Source: View if the conversation recording is a Zoom native recording or a Third-party recording. This differentiates between recordings migrated from third-party platforms and those originating from Zoom Revenue Accelerator.

Create custom filters for conversations

Users can create custom filter groups when searching for Conversations or Deals and save them for future use.

Notes:

• The filter group applies to both My Conversations and All Conversations.
• If you have created multiple filter groups, you will see a dropdown arrow next to the filter group name so you can toggle between your saved filters.

1. Access the Conversations page.
2. Select your preferred filters and select your Advanced Filters.
3. Click the Save filters dropdown, then click Save as new.
   A pop-up window will appear.
4. In the window, enter the filter name.
5. (Optional) Enable the following settings:
   • Include selected columns: This option is turned off by default. When enabled, it saves the selections made to any column categories.
   • Set as default filters: This option is turned off by default. When enabled, the saved filter loads the next time you access the Conversations page.
6. Click Save.

Edit the custom filter

1. Access the Conversations page.
2. Edit your custom filters in the following ways:
   • Edit your custom filters from the My saved filters menu:
     1. Click My saved filters.
     2. Hover your mouse over the saved filter you want to edit, then click the pencil icon next to the filter name.
     3. Modify the filter.
     4. Click Save to confirm changes.
   • Edit the current custom filter that you're using:
     1. Click the custom filter name.
     2. Click Edit.
     3. Modify the filter.
     4. Click Save to confirm changes.

Delete the custom filter

1. Access the Conversations page.
2. Delete your custom filters in the following ways:
   • Delete your custom filters from the My saved filters menu:
     1. Click My saved filters.
     2. Hover your mouse over the saved filter you want to delete, then click the trash icon .
     3. Click Delete.
        A pop-up window will appear.
     4. Click Delete to confirm.
   • Delete the current custom filter that you're using:
     1. Click the custom filter name.
     2. Click Delete.
        A pop-up window will appear.
     3. In the window, click Delete to confirm.

Create advanced filters for conversations

Users can more easily view advanced search parameters to search for multiple terms and exclude specific terms. These search parameters are available in an easy-to-use expandable and collapsible side window panel. This feature enhancement allows users to refine their searches and identify critical moments in conversations and deal cycles based on their specific criteria.

1. Access the Conversations page.
2. Click Advanced Filters.
   A panel will appear.
3. In the panel, customize the advanced filter:
   • Scope: Use the Scope filter to find specific conversations.
     • To view personal conversations, click the Scope filter dropdown and select My Conversations.
     • To view your team's conversations, click the Scope filter dropdown and select My team's conversations.
     • To view conversations shared with you or your team, click the Scope filter dropdown and select All Conversations.
     • To select a specific team's conversations, click the Scope filter dropdown and select Select team..., then select the team you want to filter, and click Apply.
       Note: The teams listed depend on the access configured by your Revenue Accelerator admins.
   • Time Period: Click the dropdown to select Today, Last 7 days, Last 30 days, Last 90 days, Last 365 days, or Custom Period.
   • Mention: Use the Mention filter to find or exclude certain conversation keywords, topics, or indicators.
     • Click the dropdown and select Contains to include a search for a keyword, or select Does not contain to exclude a certain keyword from the search.
     • Use the search bar to use a specific keyword. You can also search for certain Topics and Indicators.
     • (Optional) Click Add Condition to add another mention rule. After you click this, you can select Or or And in addition to the new rule.
     • (Optional) To the right of a rule, click the trash icon to remove a rule.
   • Participants: Search for Internal Participants and External Participants by name or email address.
   • CRM: Use the search bars or dropdown menu for the following:
     • Customer or Lead: Search by customer or lead.
     • Deals: Search by deal.
     • Stage during Conversation: Click the dropdown to select a stage.
     • Additional CRM Fields: Click Add filters to add fields that have been enabled for this page. For those added filters, you can search and select values.
       Note: Contact your Revenue Accelerator Admin to request any changes.
   • Other: Specify the following filters:
     • Conversation type: Click the dropdown and select the meeting, phone call, or call queue call topic.
     • Call direction: Select the call direction (inbound, outbound, or all directions).
     • Duration: Specify the duration in minutes.
     • Language: Click the dropdown and select the language.
     • Source: Click the dropdown and select the recording source.
   • (Optional) Select the following checkboxes to filter results:
     • Conversations with Next Steps
     • Conversations with Good Questions
4. (Optional) Save the customized view for future use in the following ways:
   • In the top-right corner of the panel, click Save filters, then choose an action:
     Note: This will appear when a change is made to the current customized view.
     
     • Update: Update the current customized view (if it's already saved).
     • Save as new...: Save the view as a new customized view.
     • Switch saved filters: Switch to another saved filter.
     • Clear all: Clear all filters.
   • In the top-right corner, click the current deal's name, then choose an action:
     • Clear all: Clear all filters.
     • Switch saved filters: Switch to another saved filter.
     • Edit: Edit the name of the customized view.
       
       1. (Optional) Click the Set as default filters toggle to enable or disable it.
       2. Click Save.
     • Delete: Delete the current customized view. If a confirmation window appears, click Delete.
       Note: This action cannot be undone.
5. (Optional) Click Clear All to remove all filters.
6. Click Apply.

How to manage conversation recordings

1. Access the Conversations page.
2. To the right of a conversation topic, click the upwards button and select from the following actions:
   • Add to a playlist: Select an existing playlist or create a new playlist to add the conversation to, then click Add or Create.
   • Share Link: Share the conversation recording link. You can edit the Share Permissions, choose to Share via Email, Preview Link, or Copy link.
3. To the right of a conversation topic, click the ellipsis icon , then select from the following actions:
   • Copy Summary: Copy the conversation summary to your computer's clipboard.
   • Rename: Rename the conversation's topic, then click Save.
   • Download: Download the Recording or Transcript.
   • Remove: Delete the conversation.
     Notes:
     • Removing a conversation will delete all related analytics. This action cannot be undone.
     • If you remove a conversation while it's still processing, your action will halt the processing, and it cannot be undone. You can then re-add the recording to ZRA to be re-analyzed.

Delete multiple conversations

Note: These operations may not apply to certain conversations because of your role permissions.

1. Access the Conversations page.
2. Select multiple conversations' checkboxes.
   • You can select all conversations' checkboxes in the following ways:
     • Select the Topic checkbox.
     • After selecting a conversation's checkbox, click Select all conversations.
3. At the top of the page, click Remove.
   A confirmation window will appear.
4. In the window, click Remove.
   Note: All analytics related to the conversation will be removed. This action cannot be undone.

Download multiple conversations

Note: These operations may not apply to certain conversations because of your role permissions.

1. Access the Conversations page.
2. Select multiple conversations' checkboxes.
   • You can select all conversations' checkboxes in the following ways:
     • Select the Topic checkbox.
     • After selecting a conversation's checkbox, click Select all conversations.
3. At the top of the page, click Download, then select if you want to download the Recording or Transcript.

How to use the recording playback section

You can access the recordings that Zoom Revenue Accelerator analyzed and review the associated metrics to get more data on how a conversation went. The recording playback has typical controls, such as play/pause, volume, playback speed control, and full-screen mode.

1. Access the Conversations page.
2. Under the Topic column, click the conversation name.
   You will be directed to the conversation recording playback section.
3. In the recording playback section, you can:
   • Play the recording
   • Skip forward or backward by 15 seconds
   • Skip to the next speaker
   • Adjust the recording volume
   • Change the playback speed
   • Show or hide the subtitles
   • Create a moment
   • Enable Skip silence
   • Enter or exit fullscreen
   • Cut to the chase (applicable to conversations with external participants)
4. (Optional) To the right of a conversation topic, click the upwards button and select from the following actions:
   • Add to a playlist: Select an existing playlist or create a new playlist to add the conversation to, then click Add or Create.
   • Share Link: Share the conversation recording link. You can edit the Share Permissions, choose to Share via Email, Preview Link, or Copy link.
5. To the right of a conversation topic, click the ellipsis icon , then select from the following actions:
   
   • Rename: Rename the conversation's topic, then click Save.
   • Download: Download the Recording or Transcript.
   • Remove: Delete the conversation.
     Note: Removing a conversation will delete all related analytics. This action cannot be undone.
6. Under the recording playback section, select a tab to start reviewing the conversation.
   • Conversation: Helps you gain insights into the meeting using meeting briefs, Smart Chapters, and deal memos.
   • Participants: Shows a visual breakdown of each participant’s speaking throughout the meeting and the percentages of each participant. This can help you see who spoke more during certain parts of the conversation and jump directly to those sections with a click.
   • Moments: You can highlight moments in the conversation to return to that part of the recording quickly by creating moments. All the moments you have created for that particular conversation will appear in this section.
   • Sentiment trend: View how customer sentiment changes over the course of the conversation. Hover your mouse over the graph and context of the conversation, the timestamp, and the full sentence.
7. In the right pane of the recording playback section, select a tab to view:
   • Overview: This contains the Deal Info, Conversation Summary, Next Steps, Good Questions, and Callouts (available sections depend on configurations made by your Revenue Accelerator admins). You can also generate Next Steps and Good Questions using Zoom AI.
     Note: Zoom will use AI technology, including third-party models, to provide this feature. Zoom does not use any audio, video, chat, screen sharing, attachments, or other communications-like content (such as poll results, whiteboard, and reactions) to train Zoom's or third-party AI models.
     • To regenerate Next Steps:
       1. Under Next Steps, click Regenerate.
          A pop-up window will appear.
       2. In the window, acknowledge the Zoom AI information, then click Generate.
          New next steps will be generated.
       3. On the new next steps, click View Original to switch back to the original next steps. On the original next steps, click View New Next Steps to view the newly generated next steps.
       4. On the next steps that you want to save, click Save.
          A confirmation window will appear.
       5. In the window, acknowledge that saving the new next steps will discard the previous version, or saving the original next steps will discard the newly generated version. Then, click Save.
     • To regenerate Good Questions:
       1. Under Good Questions, click Regenerate.
          A pop-up window will appear.
       2. In the window, acknowledge the Zoom AI information, then click Generate.
          New good questions will be generated.
       3. On the new good questions, click View Original to switch back to the original good questions. On the original good questions, click View New Good Questions to view the newly generated good questions.
       4. On the good questions that you want to save, click Save.
          A confirmation window will appear.
       5. In the window, acknowledge that saving the new good questions will discard the previous version, or saving the original good questions will discard the newly generated version. Then, click Save.
   • Content: This contains a Transcript of the conversation that you can download and an option to adjust language settings.
   • Comments: Write a note to start a conversation and give feedback. Use @mention to tag others.
   • Coaching: Allows sales leads to provide score-based feedback and use scorecards for rating a conversation.