Review call history and logs

Access call records, review recordings and transcripts, and use logs to diagnose agent or configuration issues.

The call history gives you a complete record of every call your agents have handled. Use it to review conversations, investigate issues, and understand what happened in detail.

Open call history

Start by accessing the list of all calls in your workspace.

Go to Call history from the sidebar.

Filter the call history

Use filters to quickly find the calls you want to review.

At the top of the page, you’ll see the Call Filters section.

You can filter by:

• Call type
• Agent
• Date range
• Phone number or contact

Use these filters to narrow down specific calls or investigate a particular issue.

Filter by call status

Use the status tabs to switch instantly between all calls, answered calls, and missed calls.

1. Open Call history from the sidebar.
2. Look above the call list, below the main filter row.
3. Click one of the status tabs:

   • All Calls
   • Answered
   • Unanswered
4. Wait for the list to refresh.
5. Review the new results from page 1.

Use Answered to review connected conversations. Use Unanswered to review missed calls that may need follow-up.

The selected tab combines with the rest of the page filters. For example, if you choose one agent and then click Unanswered, the list shows only missed calls for that agent.

If a filter combination returns no results, the empty state explains why. Clear the filter or switch tabs to broaden the list again.

Review the call list

Below the filters, you’ll see the list of calls that match your criteria.

The list is shown in reverse chronological order.

Each row includes:

• Contact name and phone number
• Agent
• Call type
• Status
• Date and time
• Duration

Use this list to quickly scan recent activity and identify calls to review.

Open a call record

Open a call to see full details about what happened during the conversation.

Click any call in the list.

By default, the call opens in the Details view.

Start with call details

The Details section gives you a quick overview of the call.

Here you can see:

• Contact information
• Call status
• Agent
• Call type
• Date and time

Use this as your starting point before diving deeper into the call.

Read the transcript

Read the full conversation between the agent and the caller.

The transcript is shown turn by turn, labeled by speaker. Use it to understand exactly what was said and where issues occurred.

Listen to the recording

Open the Recording tab to listen to the call audio.

Use this to understand tone, pauses, and how the conversation flowed.

Call recordings may only be available on certain plans.

Review technical metrics

Open the Technical metrics tab to evaluate performance.

• Latency: Time between the caller finishing speaking and the agent responding.
• Duration: Total length of the call.

High latency may indicate a model or connection issue.

Use the log for debugging

Open the Log tab to see what happened step by step during the call.

Use this to:

• Understand how the agent executed the conversation.
• Debug unexpected behavior.
• Identify where something may have failed.

Use error logs

If issues occur across multiple calls, use the Error Log to identify patterns.

Go to Error Log from the sidebar.

Here you can:

• View recent errors across your organization.
• Track how often errors occur.
• Identify recurring issues.

Each entry includes:

• Error status
• Timestamp
• Related activity

If no errors appear, your system is running without issues for the selected period.

Diagnose issues step by step

Use this workflow when something in analytics or call behavior looks off.

1. Identify the issue (for example, short calls or low success rate).
2. Open a recent call for the affected agent.
3. Start in the Details tab to understand context.
4. Read the Transcript.
5. Listen to the Recording.
6. Check the Log for execution details.
7. Review Technical metrics if responses seem slow.
8. Check the Error Log for system-level issues.

This process helps you understand exactly what happened and why.

Next steps

Here are the recommended next steps after completing this guide:

• Read the analytics dashboard: Identify trends and detect issues across all calls.
• Listen to and join live calls: Observe calls in real time and intervene when needed.