# 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).

  <ShotPlaceholder
    src="/assets/agent-configuration/accuracy.png"
    name="accuracy"
    alt="Voice and Language - How the agent hears callers"
    capture="Voice and Language hearing and Accuracy."
  />

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](https://docs.voicelogica.ai/agent-configuration/advanced-config/) | 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](https://docs.voicelogica.ai/agent-configuration/recording/) | Not a hearing problem. |
| Summary or properties missing | **Call results**, not hearing. [Call results](https://docs.voicelogica.ai/agent-configuration/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.

     <ShotPlaceholder
       src="/assets/agent-configuration/accuracy-keywords.png"
       name="accuracy-keywords"
       alt="New keyword set Phrases tab"
       capture="Keywords - New keyword set Phrases."
     />

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](https://docs.voicelogica.ai/agent-configuration/built-in-tools/), 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](https://docs.voicelogica.ai/getting-started/your-first-agent/) (Voice & Language) - [Advanced](https://docs.voicelogica.ai/agent-configuration/advanced-config/) - [Recording & Privacy](https://docs.voicelogica.ai/agent-configuration/recording/)