Calls and call details

Find a call

Open Calls in the sidebar to see every call for your brand, newest first. Each row shows When, From, Skill (the agent that handled it), Duration and Status.

1. To find a call by what was said, type in Search transcripts. Matches show the snippet, who said it and when; click one to open the call.
2. To narrow by result, use the status filter: Completed, In progress, Ringing, Transferring, Transferred, Voicemail, Blocked or Failed.
3. Change Rows per page or page through with the arrows at the bottom.

Links from the dashboard open this page already filtered. Test calls are left out, and a badge tells you so.

Read the call details

Click any call to open it. The Metadata card at the top shows the number dialed, the caller, the agent, the duration, the end reason, and when the call was answered and ended.

• Transcript: every line the caller and the agent said, with timestamps. During a live call, lines appear as they're spoken.
• Summary: written automatically after the call ends. If the agent had a form to fill in, the collected answers appear here too (see Forms).
• Timeline: a collapsible list of everything that happened on the call, such as a transfer or a booking.

Listen to or delete the recording

1. In the Recording card, click Load recording to play it in the page. Recordings are streamed to you only when you're signed in; they are never on a public link.
2. If the card says the recording is processing, wait a few seconds after the call ends and reload.
3. To remove it, click Delete recording and confirm. This can't be undone. The transcript and summary are kept.

Correct the disposition

The Disposition card shows the call's outcome, such as a booking or a callback request. It's set automatically after the call. If it's wrong, open the Override menu and Pick a disposition. Your choice always wins over the automatic one and shows up as Reviewed on the dashboard.

Rate a call

1. In the Feedback card, click Good call or Needs work.
2. Pick any tags that describe what went wrong or right.
3. Add optional notes about what worked, what didn't, or what to fix.

Ratings feed each agent's Improve tab. Once a week, calls rated Needs work (along with other calls that went badly) are grouped into themes with suggested edits you can apply to the agent's draft. Click Clear to remove a rating.

Block a caller

If someone keeps calling to abuse or waste your agent's time:

1. Open one of their calls.
2. Click Block this caller at the bottom of the Metadata card and confirm.

Future calls from that number are rejected before they reach an agent, so they aren't answered and don't use your minutes. To undo it, or to add a number by hand, go to Settings → Blocked callers. Blocking is separate from the Do not call list, which only stops your campaigns dialing a number.