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Call History is the record of an agent’s phone and web conversations. Use it to find a call, understand what happened, and inspect how the flow ran.

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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 (admin only).
The filter popup groups configured category choices under Analytics Fields. Existing Call Topics appears alongside custom fields. Select the field’s options to find matching calls; fields or options that have been disabled can still be used to find their historical calls. Numeric fields and Opportunity Analysis do not appear in this popup; Opportunity Analysis has its own review panel below. When you open Call History from a running A/B test, a capsule at the top of the list shows the selected test’s name. Use its menu to switch between All calls, Control calls, and Variant calls, or to switch to another A/B test. Unanswered outbound dials show their specific telephony result instead of a generic failure: No Answer, Busy, and Failed to Connect appear as end reasons in the list and in a call’s details, and you can filter for them alongside Voicemail. The list groups calls by date and shows current calls as they progress. Select a call to open Call Details.

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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. When the agent hangs up after completing a warm transfer, the transcript labels that step Phonely Left Call rather than User Left Call. 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.

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Understand why callers left early

When Opportunity Analysis is turned on for the agent, a completed call that ended before reaching a terminal block can show an Opportunity Analysis panel in Highlights. The panel reports where the caller dropped off, why they left, and the opportunity that might have kept them on the call, such as a callback instead of a long hold or a price to quote. Each analyzed opportunity shows the block where the call ended, the number and share of analyzed early-ended calls from the last 30 days with the same opportunity, and any suggested fix. Select View all calls to inspect the matching calls, or Implement with AI when available to hand the suggested change to Ask AI. An early-ended call included in the feature’s records but outside its review sample shows Not analyzed instead of an opportunity. Calls without an Opportunity Analysis record do not show the panel. Turn Opportunity Analysis on from the agent’s Settings > Analytics tab. Choose whether AI can name new opportunity categories and select the percentage of early-ended calls to review. You can add, rename, describe, or delete categories yourself. The category list is ranked by matching calls from the last 30 days; select a call count to inspect those calls. See Agent Setup for the Analytics tab.

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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.

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Analyze a call with Ask AI

Use Analyze with AI when you want Ask AI to inspect selected calls or a recent sample of the current list. 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. A deliberate selection is analyzed exactly, up to 500 calls; above that, Analyze with AI asks you to narrow the selection. Without a selection, it uses a recent sample instead of the whole list. Analyze with AI tells you when it hands the assistant a sample rather than every call, and it distinguishes loaded, remaining, and unavailable calls so a partial view is never mistaken for the whole. 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?
Treat the answer as an investigation aid. Confirm important operational conclusions against the transcript, block trace, and Call Events.

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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.
Last modified on October 19, 2026