The Value of Clips
Clips are extremely useful, for a number of reasons:
You can use them to showcase real examples of excellence to better train your team.
You can use them to showcase problem areas, where you might focus future trainings.
Once created, they’ll be available in the Montage Library. From here, clips can be added to montages to socialize internally, glean insights from the voice of the customer, or leverage for trainings.
Creating Clips
You can create clips in two places: the Evaluation Form or Conversation Details. In both places, the process for creating clips is the same.
See below how to create a clip from the audio player, from the transcript, or from a chat, email, or text conversation. Please note that the maximum clip length for a single audio clip is 5 minutes.
Creating an Audio Clip from the Audio Player
Creating an Audio Clip from the Audio Player
To create an audio clip, simply click and drag on the audio player waveform. You’ll then see a menu with options to Play, Edit, or Clip.
Play: plays the clip, and shows the option to pause while playing.
Edit: opens an editing menu, where you can input the exact timestamps for the beginning and end of the clip you want to create, before confirming by pressing Clip.
Clip: creates the clip and adds it to Clips.
Creating an Audio Clip from the Transcript
Creating an Audio Clip from the Transcript
There are two ways you can create a clip directly from the transcript:
Option 1
Click and drag over the transcript to highlight the part of the call that you want to clip. When you release your mouse, a menu will appear with options to Create Clip or Cancel.
Option 2
Hovering over any single section of the transcript will allow you to clip that speaker’s block of text by clicking the scissors icon that appears.
Creating a Text Clip from a Chat, Email, or Text
Creating a Text Clip from a Chat, Email, or Text
To create a text clip, click the quote button next to the part(s) of the transcript you’d like to clip. You can select multiple.
When you’re finished selecting messages, click the Clip Messages button at the top of the transcript. These clips will be automatically added to Clips.
Naming Clips
Naming clips makes it far easier to find them later in Montage Library, or when scanning through your clips as you complete an Evaluation or review the Conversation Details.
To name a clip, simply hover over the Clip Name (which by default, will be the time stamp of the clip) in the Clips section of either the Conversation Details page or the Evaluation. When you hover, you’ll see a pencil icon appear.
Click the Clip Name once, and it will populate a text box where you can edit the current clip name directly in-line.
To save, simply click outside of the Clip naming box, or hit Enter on your keyboard.
ℹ️ Learn more about Clips: