Conversation segmentation breaks a recorded call into time-stamped sections that represent distinct stages or activities in the interaction. Segments can be based on conversational structure (for example, greeting, authentication, discovery, resolution, closing) or on events like holds, transfers, and escalations.
Operationally, segmentation matters because it turns a full call into measurable components. Leaders can compare how long key stages take, see where customers and agents get stuck, and separate process issues (long verification, repeated troubleshooting) from coaching issues (missed discovery, weak closing).
With consistent segments, teams can track changes over time, tie outcomes to specific parts of the call, and target improvements more precisely than using overall handle time alone.
