Call History and Analytics

In this guide, we’ll introduce you to Phonely’s powerful call history and analytics features that help you manage, analyze, and optimize your call outcomes for better operational efficiency and customer satisfaction. Phonely’s Call History and Analytics Dashboard provide a centralized view of every conversation that occurs within your AI-powered phone system. Each call is automatically logged with detailed metadata - including call duration, sentiment, outcomes, and transcripts - helping you understand not just what happened, but why. Understanding these features can enhance your ability to filter, analyze, and optimize call outcomes, improving both operational efficiency and customer satisfaction.

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Key Features

With these tools, you can:

• Track how customers interact with your AI assistant
• Review outcomes and conversation quality
• Identify where calls end and improve your workflows
• Audit performance across time ranges, agents, or workflows

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Accessing the Call History Page

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

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Filtering & Sorting Calls

Use the Filters panel to quickly refine your search and uncover the calls that matter most.

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Available Filters:

• Duration: Filter by call length using the time slider (e.g., 0–10 minutes+)
• Unread / Read: Show only new or previously reviewed calls
• Sentiment: Focus on Positive, Neutral, or Negative customer interactions
• Outcome: Filter by workflow outcomes like End Call, Greeting Hangup, Appointment Scheduled, or Lead Qualified
• Ended Reason: See whether calls were Customer Ended, Phonely Ended, Timeout, or Transfer
• Call Type: Separate Inbound, Outbound, and Web Calls
• Mode: Distinguish between Call or Messaging sessions

You can also click View > Toggle Columns to customize which fields are displayed, such as A/B Test, Last Block, or Version.

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Reviewing Call Details

Click any call row to open the Call Detail View.
You’ll find three tabs at the top: Highlights, Transcript, and Blocks.

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1. Highlights Tab

Displays a summarized view of the entire call:

• Call Summary – A quick narrative describing what the call was about.
• Caller Details – The caller’s phone number and detected location.
• Call Stats – Sentiment, end reason, duration, topic, and final outcome.

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2. Transcript Tab

The Transcript provides a turn-by-turn record of the conversation.

• Each Phonely message and user response is timestamped.
• Stored variables (like caller_reason or room_type) appear inline.
• “View Reasoning” shows the AI’s decision-making process in real time - Phonely’s real-time reasoning feature explains why the AI responded a certain way.
• Checkboxes indicate endpoint detection, marking pauses or timeouts in conversation.

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3. Blocks Tab

The Blocks tab breaks the conversation down into the individual workflow blocks used during the call. Each block displays:

• Block Name and Status.
• AI Speech and User Input text
• Variables Extracted during the exchange
• Reasoning that explains AI intent detection or clarification logic

This view is especially helpful when debugging or optimizing your call flows.

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Exporting Selected Calls and Running Reports

The Export and Report options allow you to analyze call performance or share data externally.

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A) Export Selected Calls

Use Export Selected Calls when you want to download specific calls manually from the list.

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

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B) Running a Report

Use Run Report to generate an automatic summary of all calls that match your filters and date range - no manual selection needed.

1. At the top of the Call History page, apply the desired date range.
2. Once your filters are set, click Run Report in the bottom toolbar.
3. Phonely will automatically generate a Call Report summarizing those filtered calls.

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C) Understanding the Call Report

After clicking Run Report, a summary panel appears showing:

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D) Downloading Report Data

You can download your report in two formats:

• Raw Data (CSV) – Contains every individual call and all details, perfect for deeper review in Excel or Sheets.
• Summary Stats (JSON) – Contains aggregated metrics only (totals, averages, outcomes), useful for analytics tools or dashboards.

Simply click the Download CSV or Download JSON button from the Call Report panel.

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Understanding Call Path Analytics

Click the Call Path tab at the top of the Call History page to visualize how conversations progress through your workflows. Each node in the diagram represents a block or workflow segment, while the connecting lines show call progression between them.

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What You’ll See

• Start Node – Entry point of all calls (shows total call count and average duration).
• Workflow Nodes – Represent steps like Reception Flow, or AI Receptionist.
• End Node – Displays success rate, total calls ended, and end reasons (e.g., AI Hang Up, Customer Ended).

You can use filters here to focus on:

• A specific date range.
• Your workflows (e.g., Appointment Booking vs. Legal Reception)
• Calls that share the same outcome or end reason

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Example Use Cases

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Best Practices

• Use filtering to focus on relevant calls - Apply appropriate filters to narrow down your analysis
• Regularly analyze call paths - Identify and address bottlenecks in your conversation flows
• Adjust call prompts based on data insights - Use analytics to improve customer satisfaction
• Review recordings for quality assurance - Listen to calls to identify improvement opportunities