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Call Paths overlays call activity on a flow so you can see which blocks and routes callers reached. Use it to investigate questions such as where calls leave a flow, which route is used most often, or whether behavior changed between published flow versions.

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Choose the calls to analyze

Select the agent and flow, then set:
  • a date range;
  • one or more published flow versions; and
  • any additional call filters.
The canvas and its metrics use only calls that match this scope. Select a single version when you need the diagram and configuration from one release of a flow.

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Read the canvas

The canvas uses the familiar flow structure and adds call-volume information. Select a block to open Node Details. The details panel can show: Select a metric or route with associated calls to inspect those conversations. If the selected block’s configuration is unavailable for an older version, use its metrics and call drilldown rather than the current flow editor as evidence of the old configuration.

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Follow routes across flows

Select a route or transferred flow to continue tracing the call path. Use the back control to return to the previous flow. The flow version filter is important when tracing across flows: calls are analyzed against the published versions they used, not the agent’s current draft.

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Investigate a path

  1. Start with a date range and one flow version.
  2. Find the first block where volume changes unexpectedly.
  3. Compare % from start, % from last, and Calls ended here.
  4. Inspect the relevant exit path and its calls.
  5. Open individual calls to review their transcript and block execution.
Call Paths shows where calls went. Use Call History to understand what happened in a specific conversation, and Call Events for lower-level execution details.
Last modified on August 10, 2026