Reviewing Calls in the Post Call Analysis Audio Player

Last Updated: June 26th, 2025

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Overview

The Post Call Analysis Audio Player in Gryphon ONE has been redesigned to enhance usability and provide greater insight into agent conversations. With features such as sentiment analysis, KPI tracking, flagging, and detailed call transcripts, this tool enables managers and representatives to review calls efficiently and effectively.

Redesigned Audio Player

The updated audio player displays the following at a glance:

• Sentiment changes throughout the conversation
• Speaker identification
• Key moments during the call
• KPI data mapped directly to specific conversation points

Talk time percentages

• In the right-hand panel, click the Participants tab to view each speaker and their percentage of total talk time.
• Hover over a percentage to display the exact talk duration for that participant. 

Playback Controls

• Click the backward or forward buttons to jump ten seconds in either direction during playback.
• Use the left-side controls to adjust the playback speed, and the right-side controls to adjust the volume.

Sentiment Filtering 

Above the player is a sentiment legend showing the five available sentiment types.

• Click any sentiment label to toggle it off or on within the playback timeline.
• You can isolate one or multiple sentiment types based on your review goals.

For video calls with more than two participants, the sentiment graph will show one line per speaker. If available, the speaker's initials will appear for clarity.

Analyzing Key Moments 

• At the bottom of the conversation chart, select the key moment you wish to monitor.
• The timeline will showcase key moments, enabling direct access to relevant points in the call.

Transcripts and Gryphon ONE Cards 

• Click the Transcript tab in the right-hand panel to view a chat-style transcription.
  • Agent speech appears on the right
  • Prospect speech appears on the left
  • Gryphon ONE Cards are displayed as separate line items when triggered during the call. 

Editing Call Details and Notes

• Above the transcript, click Details to edit:
  • Call details
  • CRM details (if CRM Sync is enabled)
  • Notes
• To edit a field, click the blue pencil icon.
• Edits can be made up to 30 days after the call.

Transcript Search

• Use the search bar within the transcript view to locate specific keywords or phrases.
• The results will display the number of occurrences, along with arrows to navigate through each match.

Call Details Tray

• Expand the left-hand tray using the arrow in the top-left corner of the screen.
• This panel contains:
  • General call information
  • Call notes
  • Interaction history

To view rep-entered notes, click the arrow next to the Call Notes section. 

Users can also apply a rating to the call from this panel. 

Call Flagging and Review

• To flag a call, open the Call Details tray and click Flag call for review.
• Select one or more reasons (e.g., closing needs work).
• Click outside the tray to save the flag.

• To review a flagged call:
  • Open the same tray
  • Click Mark as Reviewed to remove the flag
  • Only Admin users can complete this action 

Downloading Calls

Use the Download button in the left-hand tray to download the audio file directly to your device.

Saving and Sharing Snippets

1. Click the Share button in the Call Details tray.
2. Set the start and end times for the snippet you want to isolate.
3. Click Share Snippet to generate a shareable link.

Support Resources

For assistance with the Post Call Analysis Audio Player, contact Gryphon AI Support at [e-mail]