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The call paths view shows how calls move through your agent’s workflow from start to finish. Instead of focusing on totals or trends, it helps you understand caller behavior, where callers go, where they drop off, and which paths lead to successful outcomes. Call paths uses a visual flow diagram rather than charts. This makes it easier to spot friction points, dead ends, and high-performing routes through your agent. To access call paths:
  1. Go to Analytics in the left sidebar.
  2. Open Performance.
  3. In the top-right corner, switch from Performance to Call Paths.
Call Paths Perfomance

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Controls

The top controls define which calls are included in the Call Paths diagram before the flow is rendered. Every block, connection, and metric in the flow is built from the data selected here.

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Date range selector

Use the date range dropdown to control the time window used to generate the call flow. Available preset ranges include: last 24 hours, 7 days, 30 days, 90 days. To analyze a specific period, switch to Custom and select an exact start and end date. The entire call path recalculates based on the selected range.

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Agent selector

The agent selector determines which agent’s workflow and calls are visualized in the Call Paths view.
  • Includes a Search agents… field for fast lookup
  • Allows you to switch between agents.
When you change the selected agent, the call flow updates immediately to reflect only calls handled by that agent.

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How the Call Paths layout works

The call paths view is displayed as a vertical flow diagram made up of connected blocks. Each block represents a step in your agent’s workflow, and the connections show how callers move between steps.

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Start block

At the top of the flow is the Start block. This provides high-level context for the calls entering the workflow, including:
  • Total calls
  • Average call duration
  • A mini breakdown of top call outcomes
Start Block Call Paths This snapshot helps you understand the overall shape of your data before diving into individual paths.

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Workflow blocks

Below the start block are the workflow blocks, which represent the steps in your agent. The connecting lines between blocks show how callers progress through the flow. Thicker or more prominent paths typically indicate higher traffic, making it easy to see the most common routes.

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Inspecting Calls Along a Path

In call paths, the blue connectors between blocks aren’t just visual links, they’re interactive. Clicking a path lets you inspect the actual calls that traveled through that specific route, giving you concrete examples behind the flow. Each blue path represents a transition between two stages in your workflow, such as:
  • Start → Order Tracking Workflow
  • Order Tracking Workflow → End
The thickness of the path reflects how many calls followed that route, while the label shows:
  • The number of calls
  • The percentage of total calls

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Viewing calls on a path

When you click a blue path, a slide-in panel opens from the right side of the screen. This panel lists all calls that passed through that exact transition. Each call entry includes: the caller label, call summary snippet describing what the caller requested, date and time of the call and call duration. This makes it easy to move from high-level flow analysis to individual call examples without leaving the call paths view. Call Path Analysis

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Viewing step-level details

Blocks display a “Click to view” label. Clicking one of these blocks lets you drill into that specific workflow allowing you to:
  • See how calls arrived at that block
  • Understand what happened within the step
  • Identify where callers continued, or dropped off
Call Path Workflow Details This is especially useful for diagnosing confusion points, loops, or unexpected exits in your workflow.

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End block

At the bottom of the diagram is the End block, which summarizes how calls concluded. This section includes:
  • Total calls that reached the end
  • Overall success rate
  • A breakdown of end call reasons
End Block Call Paths Reviewing this block helps you quickly determine whether calls are ending naturally or failing before reaching a successful resolution.

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Filtering Call Paths

Call Paths supports the same filtering system used on the Performance page. You can filter calls by: Filters allow you to focus on very specific behaviors. For example, you can isolate calls that ended in silence to see where they drop off, or filter to successful outcomes to identify which paths perform best. Once applied, filters update the flow instantly to reflect only the selected calls.

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Creating views for Call Paths

You can save filtered Call Paths as custom views, just like on the Performance page. This allows you to create focused views such as:
  • A failed-calls view showing only customer-ended calls.
  • An escalation-focused view tracking support handoffs.
  • A high-success view filtered to completed calls.
Each saved view remembers its filters, date range, agent selection, and path configuration, making it easy to switch between analyses without reconfiguring everything.

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Call Paths vs Performance

Use Performance when you want to understand trends and volumes over time, compare outcomes, or review distributions at a high level. Use Call Paths when you want to understand behavior, how callers move through your agent, where they drop off, and which workflows lead to success. Together, these views give you both the what and the why behind your agent’s performanceC