Call history
The calls table
All calls received by your agent are logged in the Calls section of the side menu. Here you will see a table with the following information for each call:
Filter calls
You can filter the history to find specific calls using:
- Status: Filter by the call outcome (Successful, Failed, Unknown, In Progress).
- Date range: Select a specific time period to see only calls from those dates.
Call statuses
Each call has one of the following statuses:
The call was completed successfully. The agent was able to assist the customer.
The call could not be completed. This may be due to technical or connection issues.
The outcome of the call could not be determined.
The call is currently ongoing.
View call details
When you click on a call, a side panel opens with all the detailed information:
Details tab
Shows the general information for the call:
- ID: Unique identifier for the call.
- Duration: Total length of the call.
- Credits: Number of credits consumed.
- Date: Exact date and time.
- Status: Outcome of the call.
- Summary: An automatic summary of what was discussed during the call.
Transcript tab
Shows the full text of the conversation, including what the agent said and what the caller said. This is very useful for reviewing that everything worked correctly.
If the call was very short or had issues, the transcript may not be available. In that case you will see the message “No transcript available.”
Listen to the recording
If you have call recording enabled, you can play the audio directly from the details panel. Press the play button to listen to the conversation.
The audio may take a few moments to become available after the call ends. If you see a message indicating it is being processed, wait a moment and check again.
