Find a call
Search by phone number or words from the call, or filter the list by fields such as:- date and duration;
- call type and mode;
- status and end reason;
- outcome, topic, and sentiment; and
- prompt version.
Review Call Details
Call Details keeps the transcript beside two review tabs:
For a completed call, use the audio player to hear the conversation while following the transcript. Transcript event separators identify non-conversational events where available.
Select a block or duration segment to move to the corresponding part of the transcript. This is useful when one Talk block contains several caller and agent turns.
Correct call classifications
In Highlights, you can correct the detected sentiment and add or remove configured topics. These changes update the call record used by filters and reporting. If call review is enabled for your role, mark the call as a success or error after reviewing it. Calls flagged for review also show their review reasons and status.Analyze a call with Ask AI
Use Analyze with AI when you want Ask AI to inspect the selected call. It can combine the transcript with block execution and underlying call details, including events that are not practical to review manually in the standard interface. Ask a specific question, such as:Can you look into this call in detail?Why did the call take this route?Did the API request return the expected data?
Choose the right surface
- Use Call History for a conversation, recording, and flow trace.
- Use Call Paths to compare routes across many calls.
- Use Performance for aggregate trends.
- Use Agent Review to manage issues reported by your team.
- Use Call Events for event-level debugging.