🚧 Feature is in beta and available on request
Beta means the feature is still being refined based on customer feedback, so small changes may occur as we improve it.
To get access, contact support@voyc.ai or your Voyc Account Executive.
Why This Matters
Agent Highlights give you direct access to your own calls, feedback and coaching conversations inside Voyc. You can review graded or assigned calls, read comments from your manager or QA, and reply all in one place.
This makes feedback faster, clearer, and easier to act on.
📝 Note: Before you continue with this article, please ensure you have created your Agent Highlights account and logged in. To learn more about Agent Highlights and how to create your Voyc Agent account and login, visit this article.
Finding your Conversations
When you log in to Voyc, you will land on your home page. Here you can see all the Channels where you currently have calls. Channels may reflect different departments you work in, such as Sales or Customer Service. If you handle different types of calls, you may see multiple channels.
The amount of conversations you see in each channel block is the total amount of calls uploaded for you within a time period and not necessarily how many that have been assigned to you.
📝 Note: Depending on your organisation’s configuration, you may only be able to view and access conversations once they have been graded, or only if they have been assigned to you.
To view your conversations:
Select the relevant channel.
You will arrive on your channel conversation list, which displays:
Date of Call: The date and time the call took place.
Call Length: How long the call lasted.
Dead Air: The amount of time where no one was speaking.
Alerts: The number of alerts triggered in the call. Voyc flags key phrases such as compliments, objections, compliance risks, or mentions of vulnerable customers so you can easily see important moments.
Overall Score: The total score for the call measured against your company’s scorecard or script.
Compliance: Whether the call passed or failed compliance checks.
Highlight Status: Indicates whether the highlight is still open (Incomplete) or closed (Done).
View Link: Select View to open a completed highlight or Review Highlight if the highlight is still open.
You can search for a specific conversation by filtering by Call Date, Time of Day, Length of Call, Overall Score, or Compliance.
To do this, select +Add Filters, choose your filter type, and enter the relevant information.
📝 Note: Depending on your organisation’s settings, conversations may only be available for a set period of time.
Exploring a Conversation
Once you open the conversation, you will see:
Call Details: Includes date and time, score, compliance and the agent name. ****
Audio Player: Listen to the actual call recording.
Transcription: Read the full text of the conversation.
Conversation Summary: A short overview of the call.
Alerts: Key flagged moments with direct links to the transcript and audio.
Workflow: This is where your Agent Highlight task lives and where you will add your feedback.
Accessing your Highlight Task
When you are assigned an Agent Highlight or a new comment is added, you will receive an email notification.
You can access your Agent Highlight task by either:
Opening the relevant conversation in Voyc, or
Selecting the View Agent Highlight button in your email notification.
While viewing your conversation, open the Workflow section to find your Agent Highlight task.
The task will be highlighted in orange if it is open and ready for you to add comments. It may appear under a slightly different name depending on your organisation’s setup. If the task is orange, it is open for comments. If it is greyed out, it is closed. If there is no task you will need to contact your manager for feedback outside of Voyc.
An open Agent Highlight task:
A Highlight task that has been closed:
Giving your Highlight Feedback
Follow these steps to respond to your Highlight:
In the conversation, open the Workflow section and select your Agent Highlight task to open it.
Review the highlight left by your manager or QA.
Select a badge. The badge appears on your comment and shows the overall sentiment for quick reference:
I Agree
I Disagree
I Have a Question
I’d Like to Comment
Enter your comment, then select Submit.
Here is a quick walkthrough:
What happens next
Your comment appears in the chat log and your manager is notified.
If your manager replies, you will receive an email. Select View Agent Highlight in the email to open the conversation in Voyc.
You can also refresh the conversation to check for new feedback by selecting the Refresh Chat icon.
Once your manager is satisfied, the highlight is closed. The task turns grey and you will no longer be able to add comments.
The Gist
Agent Highlights let you view, discuss, and act on feedback directly in Voyc. You can access your calls, review your highlights, and collaborate with your manager in real time, without extra emails or follow-up meetings.
It is simple, transparent, and helps everyone stay focused on improvement and recognition.
Frequently Asked Questions
FAQ List
FAQ List
What is a workflow?
A workflow shows the different stages a call goes through when it is reviewed and processed and itt is different for every organisation. Each workflow item is called a task. It will usually start with grading and then could include a coaching task and an Agent Highlight Task. They will be named according to your organisation’s process. As an agent you will be working in the Agent Highlight task.
What are Alerts
When your organisation would like to flag specific phrases in a conversation such as compliments, compliance issues or identifying vulnerable clients etc… Alerts are set to pick these up in a conversation. The person grading the call will look at the results and resolve them.
How is the overall score measured?
Your score is measured (graded) automatically by Voyc at first using a Scorecard. The Scorecard is set up according to what your company’s ideal conversation looks like - 100% means you covered all the required checkpoints. For example, informing the client that the call is recorded or asking for identifying information could be key points the conversation is scored against.
The system is excellent, but it’s not perfect, bad call sound quality or saying something in a very unique way could mean a lower score than the conversation deserved. This is where humans come in. Your QA team / leads or managers may go through the conversations and correct the scoring manually if needed (grading).
What does a pass or fail mean in compliance?
Your company would have set pass / fail criteria for a conversation, this depends on them. For example, if Company A is worried about privacy and compliance, the conversation may be set to fail if you do not explain that the calls are recorded.