Call history
Call History lists every call the assistant made and answered. Each row shows a small waveform of the call (assistant and customer turns), direction, status, duration, summary and topics. On phones (narrow screens) rows turn into cards.
Filters
Section titled “Filters”| Filter | Description |
|---|---|
| Search | Phone number or customer name. A search by full number runs on the server using the number’s hash; the list always shows numbers masked |
| Status, Outcome | e.g. completed, no answer, busy; customer hung up, transferred to agent |
| Assistant, Direction | Which assistant; inbound, outbound, web |
| Topic | From the topic tree (if topic analytics is on) |
| Date range | From and to |
| Show test calls | Test calls are hidden from the list by default; this option shows them |
| Ongoing calls | Calls in progress now |
| Pending inbound calls | Inbound calls that ended unresolved or were dropped and have no callback request yet |
Call detail
Section titled “Call detail”Clicking a row opens a drawer:
- Transcript: customer and assistant turns with timestamps; interruptions and tool calls are marked on the waveform. The waveform can be navigated with the keyboard.
- Event log: the call’s event stream (tool calls and results, transfers, connection events). Phone numbers are masked when events are written.
- Response time: speech recognition, language model and speech synthesis durations for each turn.
- Cart & Order: the cart prepared during the call and the resulting order.
- Requests & Orders: requests opened and orders looked up during the call.
- Topics and summary: automatic tags, resolution and summary; you can correct the tags.
- Transfers: transfer attempts and their results.
- Recording: if audio recording is on for the assistant; customer on the left channel, assistant on the right. You can play and download it.
- Call back: return an inbound call with an outbound call request. Callbacks →
Listening to an ongoing call
Section titled “Listening to an ongoing call”You can join an ongoing phone call from the console as a silent, listen-only participant (including outbound calls started by the scheduler). Your microphone is never opened; neither the customer nor the assistant hears you. If needed, you can end the call from the console. Finished calls cannot be joined.
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