Define a call and its segments
A customer interaction may span several recording files, queues, or transferred legs. Specify whether your task needs individual legs or the complete interaction. Preserve available parent identifiers and sequence information so a model does not interpret each leg as an unrelated conversation with an unexplained opening.
Track role changes explicitly
Caller and agent labels become insufficient when a supervisor, second agent, interpreter, or conference participant joins. Keep speaker identifiers distinct from roles and record when a role mapping is uncertain. A role may remain the same while the actual voice changes during an internal transfer.
Inspect boundaries and missing context
Listen around holds, transfer announcements, and resumed conversation. Determine whether a recording skips the handoff, repeats audio, or starts after important context. Annotate discontinuities rather than presenting a stitched recording as continuous speech. Keep editing history when segments are combined for the intended workflow.
Request relevant coverage
Count interactions containing transfers and additional speakers, along with the available linkage quality. Share the interaction unit, desired role schema, and boundary requirements with Fiund. Potential sources need review for the actual project, including sensitive information across all linked legs and any limitations on combining or annotating recordings. Try following one interaction from the first greeting through a transfer to final disconnect. Check which files and identifiers represent each leg. If a reviewer cannot reconstruct the sequence without additional explanation, record the missing relationship information before using the collection for tasks that depend on the customer’s complete conversational history.
Review checklist
- Choose leg-level or interaction-level units
- Separate speaker identities and roles
- Mark discontinuities and missing context
- Count transfer coverage and linkage quality