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Call History

The Call History section is your primary research tool for understanding user interactions and improving agent performance.

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The Call Log Table

Every interaction with an agent appears here in real-time.
  • Timestamp: Exact time the call started.
  • Duration: Total call time in seconds.
  • Direction: Inbound or Outbound.
  • Outcome: (e.g., Completed, Busy, No Answer).
  • Sentiment: The mood of the conversation.

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Detail View

Clicking on any call entry opens the Call Details pane:

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1. Recording

Listen to the actual audio of the conversation. Useful for verifying the naturalness of the AI’s “Voice.”

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2. Transcription

Read the full back-and-forth text. Our transcription engine captures both what the user said and what the AI responded.

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3. Summary

A concise, AI-generated summary of the entire conversation. Great for getting the gist of a 10-minute call in 10 seconds.

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4. Structured Data

View any data points extracted during the call (e.g., names, dates, or emails).

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Filtering and Searching

You can search the history by phone number, agent name, or status. You can also filter by date range to analyze performance trends over time.