Review Voice Print matches on Pulse call details, register a Voice Print from a known call, and confirm the right employee appears in Call Register.
Before you start
Before you use Voice Prints on Pulse calls:
Voice Prints must be enabled for your account
At least some employees should already be enrolled (see How to set up Voice Prints)
You need access to Pulse call details and, for list review, Call Register
Definitions
These terms appear when you use Voice Prints on Pulse calls:
Term | Meaning |
Matched Speaker | The employee Voice Prints identified on the call |
Match Confidence | How strongly the call matched the employee’s Voice Print |
Voice Print Unavailable | The call could not be voice-printed; the reason is shown on the call |
Steps
Follow these steps to use Voice Prints on a Pulse call:
Open the call from Pulse or Call Register.
On the call details page, find the Voice Print card.
If a Matched Speaker is shown, confirm the name and review Match Confidence when it appears.
If the match is wrong, select Remove Match, confirm Remove Match in Remove Voice Print Match, then continue with registration below.
If no match is shown and the call is eligible, select the correct person under Assign to Employee.
Select Register Voice Print to save that call as a Voice Print for the employee and assign them on the call.
If the card shows Voice Print Unavailable, read the reason shown (for example, recording too short, missing audio, or unable to isolate the agent’s channel).
Optionally open Call Register and confirm the employee name appears for the call after a successful match or registration.
Tips
When you use Voice Prints on Pulse calls, these tips help:
Registering from a real customer call often produces a stronger Voice Print than a short enrollment call alone.
If someone’s headset or phone changes and matches drop, register a new Voice Print from a recent known-good call, then disable older samples that no longer match well.
Outbound calls where only the agent is clearly on their side of the recording are often easier to match.
What success looks like
When you finish using Voice Prints on a Pulse call, the Voice Print card shows the correct Matched Speaker, and Call Register can show that employee on the call—even if the employee does not have a Volie login. If you don’t see a match, check the eligibility message on the Voice Print card and enroll or register additional Voice Prints for that employee.
Limitations
Voice Prints have these verified limits when you use them on calls:
Calls shorter than 10 seconds are not eligible for voice printing.
Volie analyzes the employee side of the recording only and does not separate multiple employees talking on the same side.
When confidence is low, Volie may leave the call unmatched rather than assign the wrong person.
There is not yet a Call Register filter for all calls missing a Voice Print match — review individual call details instead.
Hold music, IVR messages, background conversation, and poor audio can reduce matching accuracy.
Common questions
Why is there no agent name on a call?
A call may have no agent name because Voice Prints is not enabled, the employee has no Active Voice Prints, the call was ineligible, audio quality was poor, or the match was not confident enough. Check the Voice Print card on call details for the specific reason.
What does Voice Print Unavailable mean?
Voice Print Unavailable means the call did not meet the requirements to be voice-printed. Common reasons include no recording, a recording under 10 seconds, Voice Prints disabled for the account, missing audio, single-channel audio limits, or inability to isolate the agent’s audio channel.
Can I fix a wrong Voice Print match?
Yes. On the call’s Voice Print card, remove the incorrect match, then assign the correct employee and select Register Voice Print.
Does Voice Print work for inbound and outbound calls?
Yes. Voice Prints can run on inbound and outbound recorded calls when the call is eligible. Matching is often easier on outbound calls where the agent side is clearer.
Why does Call Register show an employee who does not log into Volie?
When Voice Prints matches an enrolled employee, Pulse can display that employee’s name from their employee record even if they do not have a linked Volie user account.
Related articles
How to set up Voice Prints