Call history and transcripts

Find any call, read what was said and what the agent looked up, export the list, and understand what is not stored.

What you will achieve

You will find a call, read its transcript and summary, and export your history.

The History page

Open History in the sidebar. Cards show Total calls, Successful calls, Failed calls and Avg. call duration for the date range you pick at the top.

Date range. The date picker at the top right sets the period (it starts at the last 7 days).
Filter. The tabs All calls, Inbound, Outbound, Test and Website filter by direction. Test means a browser Talk or Chat test. Website means a call from a visitor of your website through the voice widget.
Search. Search calls… looks at agent, contact, number and what the caller wanted.
Export. Export saves what is on screen (the current range, tab and search) as a CSV file.

The table columns are Call details (the call's short ID, which opens the call), Agent, Contact, Phone number, Direction, Duration, Status and Time.

Open a call

Click a row. The call page shows:

Cards for Duration, Outcome, Response time (a measure of how quickly the agent replied) and Tools used.
Conversation: "Everything said, and everything the agent looked up while saying it." Tool uses sit between the lines they happened between. If there are both speakers, Show messages from lets you show only the agent or only the caller.
A side panel with Summary, Direction, Contact, Outcome, They wanted (the caller's intent), Tone, Call ID, Still to do (action items) and Details captured.
Review this call re-runs the summary and outcome.
A Transfers card, when the call was moved to a person or another agent.

What is not stored

Not available yet. Calls are not recorded as audio, and there is no recording to play back. You get the full transcript, the summary and the cost.

Keypad digits are stored as **** unless you turned masking off for the agent.

Testing

Make a Talk test, then open it from History and check the transcript against what you said.

Expected result

The call appears within moments of ending, with its transcript. The summary and outcome follow once the review finishes.

Troubleshooting

The call is missing. Check the date range and tab; a test call is under Test and a website visitor's call under Website.
No summary or outcome. The review may still be running, or Call summary is off for that agent (it shows Summary off). Use Review this call to run it.
A call with no conversation. Nobody spoke, so there is nothing to summarise.

Something here does not match what you see in the dashboard? Let us know.