Calls

Calls is the record of everything your agents have done on the phone. Use it to review conversations, find the calls that need attention, and export data for reporting. There are two views:

• History shows calls that have already happened.
• Scheduled shows calls queued to happen later.

On this page:

• Reading the Calls table
• Opening a call
• Filtering call history
• Exporting to CSV
• Scheduled calls
• Where to go next

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Reading the Calls table

Go to Calls and open the History tab. Each row is one call.

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Outcome

Outcome answers “how did this call end”. Select the information icon next to an outcome to see the specific reason, for example Voicemail Detection Hangup.

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Issues

Issues flags calls worth a second look. A call is flagged when it recorded an error, when an action the agent ran returned an error, or when the agent was slow to respond. Response time is graded in two bands. Above 2 seconds is a warning. Above 5 seconds is an error, because delays that long are noticeable to the person on the call. A dash means nothing was detected.

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Result

Result is the pass or fail judgement for the call. It stays empty until you set up Result Conditions on the agent’s Post-Call tab. If a call matches both sets of conditions, it counts as Unsuccessful.

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Opening a call

Select any row to open Call Overview. The left side shows the transcript, with each turn timestamped and labelled as the caller or the agent. If recording was enabled for the agent you can play the audio here. You can also download the transcript. The right side has four tabs: Summary gives you the call’s duration, its outcome, and any insights your agent extracted. Two actions live here:

• Create test from call turns this conversation into a test case on the agent’s Test tab.
• Improve agent opens the agent’s Train your agent panel with this call’s transcript loaded, so you can turn what went wrong into prompt changes. See Improve an agent from a call.

Action History lists the actions the agent ran during the call, such as a transfer or a lookup against your own system. Performance shows how quickly the agent responded, broken down by the speech, language, and voice providers it used, along with any configuration problems found on the call. It also shows the context the call started with. Only the values you passed in appear here, not the ones Fluents adds internally. Config shows the settings this particular call ran with, such as the provider that carried it and whether Do Not Call detection was run.

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Filtering call history

Select Filters to open the filter panel. Filters combine, so you can narrow by several at once.

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Status values

Not started, In progress, Voicemail, Is not voicemail, Error, and Ended. Is not voicemail excludes machine-answered calls in one step, which is usually what you want when reviewing outbound results.

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Filtering by Call Insights

Select Add Row, choose an insight, choose an operator, then enter the value to match. Each extra row narrows the list further, so a call has to match all of them. Use this for questions like “show me every call where the caller asked for a refund”.

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Filtering by Call Context

Select Add Row and enter a Key and Value. This searches the context you passed into the call, such as a customer ID or an order number, so it is the fastest way to find every call tied to one record in your own system.

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Exporting to CSV

Apply your filters first, then select Export CSV. The export always reflects the filters currently applied, so narrow the list before exporting rather than exporting everything and cutting it down afterwards. You choose which columns to include: ID, Agent, Agent Name, Call Context, Transcript, Start Time, End Time, Duration (s), From Number, To Number, Status, Result, Insights, Call SID, Account SID, Stream SID, Encoding, Provider. You can drag the headers to change the order they appear in. Choose how you want the file. Download CSV is capped at 1,000 calls. Send by email handles far more, up to 100,000 calls, so use it for anything larger. Turn on Expand Insights to give each insight its own column rather than packing them all into one field. Do that if the file is going into a spreadsheet or a reporting tool.

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Useful combinations

• Real conversations only. Status Is not voicemail, plus duration greater than 30 seconds. This removes unanswered and machine-answered calls.
• Calls to review. Filter Result to Unsuccessful, or scan the Issues column.
• One customer’s history. Use Contact Number, or Call Context with your own record ID.
• Campaign review. Use Campaign, plus Call Insights for the outcome you care about.

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Scheduled calls

Open the Scheduled tab to see calls that have not happened yet. They come from two places: callbacks an agent agreed to during a conversation, and calls queued by a campaign. Campaign calls are labelled by their place in the sequence, starting with Initial Call, then Follow-up Call #1 and so on. Callbacks an agent arranged are labelled Callback.

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Status values

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Filtering

The Scheduled tab has its own filters for Agents, Campaigns, Statuses, whether the call came from a callback or a campaign, and a date range. There is no CSV export on this tab.

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Where to go next

• Set up what your agent extracts and how calls are judged in Agents, Post-Call.
• Change providers, recording, and call duration in Agents, Advanced Settings.
• See how campaigns generate the calls that land here in Campaigns.