Phonely’s Call History and Analytics dashboard provide a centralized view of every conversation that occurs in Phonely. Each call is automatically logged with detailed metadata - including call duration, sentiment, outcomes, and transcripts - helping you understand not just what happened, but why. These insights help teams monitor performance, debug workflows, and optimize customer interactions at scale.

Leverage Phonely’s call history tools to gain visibility, analyze, and optimize call outcomes, improving both operational efficiency and customer satisfaction.

From the left navigation panel, click Call History under the call section.
You’ll see a table view listing all calls made or received by your Phonely agents.

A colored indicator next to each call reflects its read status, helping you quickly distinguish new calls from those you’ve already reviewed.

Key Features

Feature	Description
Comprehensive Call Logging	Every inbound, outbound, and web call is automatically logged with duration, call type, detected topic, outcome, sentiment, and end reason for full visibility into each interaction.
Modernized Call History Experience	The Call History page has been redesigned for speed and clarity, featuring infinite scroll (no pagination), auto-refresh every 10 seconds, and smoother day-to-day navigation.
Advanced Filtering & Views	Quickly narrow results using a redesigned filter module with support for date range, duration, call type, outcome, sentiment, status, and end reason, plus dedicated views for in-progress calls and calls on hold.
Read & Unread Call Tracking	Easily distinguish new calls from reviewed ones with clear read/unread indicators, bulk selection, and “select all” actions for faster triage.
Context at a Glance	Instantly see sentiment indicators and a short AI-generated recap of why the caller reached out, helping you prioritize which calls to open first.
Playback Controls	Replay any call, adjust playback speed, or download audio recordings for QA or training.
Powerful Global Search	Search across call outcomes, transcripts, and phone numbers to quickly locate specific conversations or patterns.
Detailed Call Insights	Open any call to review summaries, full transcripts, and how the conversation progressed through individual workflow blocks.
Outcome & End Reason Tracking	Understand exactly how calls ended whether customer-ended, AI-ended, transferred, timed out, or placed on hold.
Call Path Analysis	Identify which workflows, outcomes, and paths are most common across your calls to guide optimization and flow improvements.
Analyze with AI	Select any group of calls and use AI to understand what’s happening — why callers are reaching out, where conversations go well, and where they need improvement.

Analyze with AI

When you’re reviewing calls, you can select any group of conversations and ask AI to help you understand what’s going on. Instead of listening to each call one by one, you can get answers about trends, issues, and opportunities across all of them at once.

How to Use It

Open Call History from the left navigation.
Select one or more calls using the checkboxes.
Click Analyze with AI in the action bar.
Ask a question about the selected calls.

You can click on any call in the conversation to jump directly to its full detail view.

What You Can Ask

“Why are callers hanging up during the greeting?”
“Which of these calls resulted in a booked appointment?”
“What are the most common questions callers are asking this week?”
“Are there any calls where the agent gave incorrect information?”
“How are these calls being handled differently from each other?”

Filtering & Sorting Calls

To open the filters panel, click the filter icon in the top-right corner of the call history page. The panel slides in, allowing you to refine the call list in real time.

Use the filters panel to narrow your call list and focus on specific scenarios.

Available Filters

Filter Category	Options
Date Range	Today, Yesterday, Last 7 days, Last 14 days, Last 30 days, Last 90 days, Custom range (calendar picker)
Duration	Presets: < 1 min, 1–5 min, > 5 min Adjustable duration slider (0:00 → 60:00+)
Status	Completed, Failed, Ended, Queued, In Progress, In Warm Transfer
Call Outcome	Greeting Hangup Identify Purpose Collect Info Appointment Booking Legal Matter Custom workflow outcomes (e.g., Solar Appointment Confirmation)
Call Type	Inbound Outbound Web Call
Ended Reason	Customer Ended Phonely Ended Silence Timeout Call Transfer Hangup During Warm Transfer Voicemail Max Duration
Sentiment	Positive Neutral Negative
Calls Per Page	100, 250, 500, 1,000, 2,500, 5,000

Once you’ve selected your filters, click Apply to immediately update the call list.

Reviewing Call Details

Click any call in the call history table to open the call detail view. This page provides a detailed breakdown of how the conversation unfolded, what actions were taken during the call, and how the workflow executed. The call detail view is organized into two primary areas:

Conversation panel – shows the interaction between the caller and the Phonely agent.
Insights panel – displays call summaries, metadata, and workflow execution details.

At the top of the insights panel you will find two tabs the highlights and blocks tabs. These tabs allow you to analyze the call from both a conversation overview perspective and a workflow execution perspective.

Conversation Panel

The conversation panel appears on the left side of the Call Detail view. It displays the full interaction between the caller and the Phonely agent in a chronological, chat-style format. This view allows you to review exactly what was said during the call while also seeing where the conversation moved through different workflow blocks.

Conversation Bubbles

The main body of each Phonely message shows the exact response that was delivered during the call. This allows you to inspect the wording used by the agent and compare it with the caller’s response. Each message is shown as a conversation bubble, making it easy to distinguish between the two participants:

Phonely – responses generated by the AI agent.
Caller – responses spoken by the caller.

Messages appear in the order they occurred during the call, allowing you to follow the flow of the conversation from start to finish.

Workflow Blocks in the Conversation

Below a Phonely message, additional metadata chips appear. These chips provide more context about the workflow step. They include:

Block tag – shows the workflow block that generated the response, such as main routing or end call
Variable count – shows how many variables were stored or used in that step, such as 3 variables

These labels help connect the conversation directly to the workflow logic that produced the response.

View Block Details

Each workflow block shown in the conversation can be clicked. Selecting a block opens the corresponding block in the blocks tab on the right side of the interface.From the Blocks tab, you can view additional execution details for that block, including:

The block configuration
Execution status
Conditions evaluated
Variables captured
API requests or integrations triggered
The exact messages generated during that step

This interaction allows you to quickly move from the conversation view to the underlying workflow logic, making it easier to inspect how a response was generated and troubleshoot workflow behaviour.

Message Controls

Agent messages may include additional controls that allow you to interact with the response. These controls can include:

Play – play the audio for that specific response
Copy – copy the message text
Feedback controls – provide feedback on the quality of the response

Editing Responses and Providing Feedback

You can use the thumbs up or thumbs down icons shown above a Phonely message to indicate whether the response was correct or needs improvement.Clicking the feedback button marks the response and enables additional review options. After providing feedback, an Edit option appears next to the response.Click the Edit button to open the response editor, where you can modify how the agent should respond in similar situations.In the editor you can:

Update the expected response text.
Specify the expected block that should handle the message (for example, Main Routing or another workflow block).
Assign issue categories to describe the type of problem observed in the response.

Issue categories help identify patterns in responses that may require improvement, such as:

Show Issue Categories

Statement after question
Multi-Question turn
Unnecessary confirmation
Missing confirmation
Over-collecting
Spelled-out numbers
Overly verbose etc.

When one or more responses are selected, an Actions menu becomes available.From the Actions menu you can perform tasks such as:

Create test – generate a test case based on the selected response.
Submit feedback – record feedback for workflow review.

Call Playback

At the bottom of the conversation panel, an audio player allows you to listen to the full call recording while reviewing the conversation.

Show Controls

Play and pause
Timeline scrubbing
Playback speed adjustment
Downloading the call audio
Providing feedback on the call
Copy link at current time – copies a shareable URL that opens this call at the exact playback position

You can share a link that opens a call at a specific point in the recording. Use the copy link action on any transcript message to copy a URL that will open the call details and jump to the nearest audio position for that message. Use the audio player’s timestamp copy action to share the player’s current position directly.

Highlights Tab

The Highlights tab provides a concise, structured overview of the entire call at a glance. It’s designed to help you quickly understand what happened during the conversation, what actions were taken, and how the call concluded, without needing to review the full transcript. This tab is useful when you want to quickly understand what happened during a call without reviewing the entire transcript.

Call Summary

At the top of the page, Phonely generates a clear, human-readable summary of the call.

Describes the caller’s intent (for example, order status inquiry or appointment booking)
Explains what the AI attempted and what ultimately happened
Highlights key outcomes, such as whether a record was found, and action succeeded, or a fallback was triggered

This summary is automatically generated and updated based on the full conversation context.

Caller Details

The call details section shows structured metadata about the call. These fields include:

Caller Number

Displays the phone number associated with the call.

Ended Reason

Indicates why the call ended

Topics

Shows the detected topic or intent of the conversation

Outcome

Displays the final outcome reached during the workflow.

Actions Timeline

The actions section displays the workflow steps that occurred during the call. Each step represents a workflow block or automation action executed during the interaction.

Duration Timeline

The duration timeline provides a visual representation of how the call progressed over time. Each colored segment represents a workflow block executed during the call. Hovering over a segment reveals details such as: block name, duration and number of conversation turns. This view helps identify slow or repetitive patterns within the call.

Blocks Tab

The Blocks tab provides a structured, execution-level view of how the call moved through your workflow. It shows every block that ran, when it ran, how long it took, and whether it completed successfully, making it ideal for debugging, auditing, and optimization.

Block Execution Overview

At the top level, the Blocks tab displays a table with one row per executed block, including:

Block Name – The label of the block as defined in your workflow (for example, Greeting Message, Talk, API Request)
Block – The specific workflow block instance that was executed.
Timestamp – The exact time the block started during the call.
Duration – How long the block ran.
Status – Execution result (for example, Completed).

This view gives you a chronological summary of the entire call flow from start to finish.

Expanding a Block for Details

Click the arrow next to any block to expand it and view detailed execution data. Expanded blocks reveal a structured event log showing exactly what happened inside that block. Each expanded block includes:

Timestamp – When each event occurred.
Event Type – What kind of action took place.
Data – The payload, message, or response associated with the event.

Event Types You May See

Depending on the block type, expanded views may include:

AI Speech – Messages spoken by the agent.
User Input – Transcribed caller responses.
Referenced Knowledge Base – Knowledge or documents referenced during the block.
Block Transition – Movement between workflow blocks.
API / Webhook Requests – Outbound requests with full request and response details.
System Actions – Internal workflow or execution events.

API Request Visibility

For API and webhook blocks, the Blocks tab provides full transparency into external calls, including:

Request URL and method
Request body
Response body
HTTP status code
Execution time

This makes it easy to verify integrations, troubleshoot failures, and confirm downstream systems received the expected data. At the bottom of expanded sections, you may see:

Total Events – Number of events recorded for that block.
Duration – Total execution time for the block.

Exporting Selected Calls and Running Reports

The export and report option allow you to analyze call performance or share data externally. Use export selected calls when you want to download specific calls manually from the list.

From the call history table, check the calls you want to include. You can select one or multiple rows.
Click Export Selected Calls. This action downloads a CSV file containing detailed data for only those calls.

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Call History and Analytics

Key Features