Call Overview
View call history, listen to recordings, read transcripts, and review extracted variables.
Call Overview
The Call Overview shows you all conversations handled by your AI agents. You can find it under the Call Overview menu item in the sidebar.
The table shows per call: Date & Time, Agent, Phone Numbers, Duration, Status, and Actions.
Filtering and Searching Calls
Use the search bar to search by phone number or agent name. Use the Filter button to narrow down results further:
| Filter | Description |
|---|---|
| Time Period | Set start and end date |
| Agents | Filter by specific agent |
| Status | Completed, Answered, Active, Failed, etc. |
| Direction | Inbound or outbound |
Active filters are displayed as badges below the search bar. Click the X next to the search bar to reset all filters at once.
Call Status
| Status | Description |
|---|---|
| Completed | Call ended normally |
| Answered | Call was picked up |
| Active | Call is currently in progress |
| Failed | Technical issue |
| No Answer | Call was not picked up |
Call Details
Click on a call in the table to open the full details.
The detail view shows you:
Call Information
- Started at / Ended at — Exact timestamps
- Duration — Length of the conversation
- Status — e.g., "Completed"
- From Number / To Number — The phone numbers involved
- Direction — Inbound or Outbound
- Termination Reason — e.g., "Ended by agent"
- Agent — Which agent handled the call
Playing Recordings
In the Media Files section you will find the audio player. With it you can:
- Play and pause the conversation
- Skip to specific points
- Adjust the playback speed
- Download the recording
Enable Recording
Call recording is enabled per agent in the Parameters tab under "Recording & Privacy". Be mindful of GDPR — inform the caller at the beginning of the conversation about the recording.
Conversation Transcript
Below the call information you will see the full conversation transcript with:
- Speaker labels — Distinguishing between agent and caller
- Timestamps — When each message occurred
The transcript is generated in real time during the call.
Extracted Variables
If you have configured variable extraction in the follow-up settings, the extracted values are also displayed in the call details — e.g., the caller's name, email, concern, or appointment request.
CSV Export
You can export your call data as a CSV file:
- Apply the desired filters
- Click Export CSV in the top right
- The file is downloaded automatically
The export contains all call fields: date, time, duration, agent, phone numbers, status, direction, and all extracted variables.
Tip
Apply time period filters before exporting to keep the file size manageable.
Best Practices
- Review regularly: Listen to a few calls weekly to improve your agent's quality and adjust prompts.
- Use status filters: Focus on failed or transferred calls first to identify issues quickly.
- Use variables for integrations: Extracted variables can be sent automatically to CRM or ticketing systems via Webhooks.