Definition
Speaker diarization is the process of automatically identifying and separating individual speakers within a recorded conversation. It answers one question: who said what, and when.
In call tracking, diarization splits a transcript into labeled segments, typically "Agent" and "Caller," so analysis tools can evaluate each side of the conversation independently.
That separation matters. Convirza uses speaker-level segmentation to score agent behavior without conflating it with caller responses. Across 72,000+ locations, that distinction is what makes performance benchmarking accurate rather than approximate.
Without diarization, a transcript is a single undifferentiated block of text. Scoring, coaching, and compliance review all become guesswork.
For a deeper look at how transcription and speaker labeling work together, see Call Transcription.
