Calls
The Calls section is your central hub for reviewing every conversation your agents have handled. Browse call history, read transcripts, listen to recordings, and inspect call analysis data.Call List
Navigate to Monitor > Calls to see a paginated list of all calls. Each row shows:| Column | Description |
|---|---|
| Caller | Phone number of the caller |
| Agent | Which agent handled the call |
| Duration | Length of the call |
| Status | completed or live |
| Engaged | Whether the call was a meaningful conversation (vs. voicemail, hang-up) |
| Date | When the call occurred |
Filtering
Use the filter bar to narrow results by:- Date range — find calls from a specific period
- Agent — filter by one or more agents
- Duration — minimum/maximum call length
- Call analysis fields — filter by custom analysis values (e.g. sentiment, lead quality)
Call Detail
Click on any call to see the full detail view:Transcript
The complete conversation transcript, showing each message with its role:- User — what the caller said
- Assistant — what the agent said
Recording
Listen to the full audio recording of the call directly in the browser.Call Analysis
If call analysis is configured for the agent, you’ll see extracted data like:- Summary — AI-generated summary of the conversation
- Evaluation — success/failure assessment
- Custom fields — any fields you’ve defined (e.g.
sentiment,leadQuality,appointmentBooked)
Metadata
Additional call metadata:- Ended reason — why the call ended (user hang-up, agent hang-up, transfer, error)
- Caller/Called numbers — full phone numbers
- Total interactions — number of back-and-forth exchanges
Live Calls
Calls currently in progress appear with alive badge. The live call counter in the header shows how many calls are active across all agents.