Call history
Recordings, transcripts, summaries and quality scores for every call.
Every call the agent takes is recorded, transcribed and scored. You'll find them under Call History.
What each call carries
| Field | What it tells you |
|---|---|
| Recording | The full audio, playable in the browser |
| Transcript | The complete conversation as text |
| Summary | An AI-written précis — read this first |
| Sentiment | How the caller sounded overall |
| Quality score | How well the agent handled the call |
| Tags | Order placed, user frustrated, agent confused, and similar |
| Customer | Linked to the caller's record if the number is known |
How to use it
Start with the tags. Agent confused and user frustrated are the calls worth your time — they usually point at something missing from AI Knowledge or a menu item whose name doesn't match what callers actually say.
Read summaries, not transcripts. Open the transcript only when a summary looks wrong.
Watch inquiry-mode calls. Calls that came in while you were closed are captured leads. Somebody wanted to order and couldn't.
Filtering
Filter by date, outcome and customer to answer questions like which nights generate the most missed demand, or whether a particular item keeps causing confusion.