How the agent hears

There is no Transcription item on the editor rail. Hearing settings live on Identity - Voice & Language under How the agent hears callers, plus Call handling - Advanced for talk-over and keypad.

The banner on that block: tweak these only if calls feel laggy or the agent interrupts too often. Defaults work for most use cases. Manage reusable vocabulary on the Keywords pages (linked from that banner).

accuracyExpand

The post-call transcript on Calls is a result. It is not configured on a hidden Analysis Agent.

First - name the symptom, then open one place

What you heard on Try this agent	Where to fix it	What happens if you skip it
Missed a brand name, street, or SKU	Voice & Language - Custom vocabulary, and/or company Keywords / keyword sets	The agent keeps hearing nearby words and answers the wrong thing.
Talks over the caller, or stops on a TV	Advanced - interruptions and Voice Sensitivity. Advanced	Sliders here will not help if the real issue is Skip Turn.
Cut off while they typed digits	Advanced - keypad wait / end key	They never finish the account number.
No audio to replay, but the summary exists	Recording & Privacy - recording was off. Recording	Not a hearing problem.
Summary or properties missing	Call results, not hearing. Call results	Not a hearing problem.

Teach it your words

1. Reproduce the miss

   Try this agent and say the brand / street / SKU the same way a caller would.

2. Start on Voice & Language

   Under Accuracy, use Custom vocabulary for uncommon words, names, or terms. Type a word and press Enter or comma.

3. For reusable sets, open Keywords

   Follow the Keywords link on the hearing banner. That opens the company Keywords area (not a rail item named Transcription).

   Create a New keyword set with:

   Details

   Name and language for the set.

   Phrases

   Add phrases one by one (+ Add) or Bulk add. Each phrase can have a Boost value.

   API sync

   Optional sync controls when you manage phrases from outside the UI.

   Agents reference these sets from their hearing / transcription settings. Cancel if you were only exploring - empty sets are fine until you have real brand terms.

   

   accuracy-keywordsExpand

4. Try this agent again with the same word

   If it is still wrong, the set is on a different agent, or the caller’s wording does not match what you stored.

Turn-taking and providers

Some plans show extra turn-taking or transcription-provider controls under Voice & Language. If you do not see them, your plan uses the defaults - that is normal. Do not hunt for a Transcription tab on the agent rail.

If the agent talks over digits, that is Skip Turn, not a hearing slider.

Troubleshooting

I can't find a Transcription tab

Correct - it is not on the rail. Open Identity - Voice & Language and scroll to How the agent hears callers. Reusable vocabulary lives under Keywords.

I added the keyword and it still hears the street wrong

The set is on a different agent, the spoken form does not match (they say the old name), or you only typed it in Custom vocabulary on one agent. Add that wording to the keyword set too, then test again.

Next Steps

Your First Agent (Voice & Language) - Advanced - Recording & Privacy