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Overview

The Call History panel lets you review and analyze every call made or received by your AI agents. From here, you can:
  • View detailed call information (origin, duration, status, and agent)
  • Listen to or download recordings
  • Read complete transcripts
  • Filter by specific outcomes such as scheduled appointments or machine answers
Navigate to Evaluate → Call History from the left menu.

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Steps

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1. Explore Your Call History

Once inside the Call History panel, you’ll see a table showing all calls. Each row displays key details:
  • Call Info: number, date, and time
  • Agent: the AI assistant that handled the call
  • Duration: total length of the conversation
  • Origin: whether the call came from the app or an integration
  • Status: Completed, Busy, or No-answer
Use the toggle to switch between Inbound, Outbound, or All calls.

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2. Use Filters to Segment Your Calls

Click the filter icon to open the Filters panel. You can filter calls by:
  • Appointment: with or without a scheduled appointment
  • Machine: if the call reached an answering machine
  • Status: outcome of the call (Completed, Busy, etc.)
Click Clear All to reset your filters.

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3. Play or Download Recordings

In the Actions column, click the play icon to open the recording player:
  • Listen to the recording in your browser
  • Adjust playback speed
  • Download the audio file for offline access

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4. Review Full Transcripts

Next to the play icon, click the transcript icon. This opens the full transcript of the conversation:
  • Messages are labeled clearly as User or AI Agent
  • Use the Copy button to extract the full text

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Tips & Notes

  • Combine filters for precise search results
  • Use transcripts and recordings to evaluate call quality and agent performance

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Troubleshooting

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Can’t Hear Playback

  • Cause: Internet or audio configuration issues
  • Fix: Verify your connection and audio output settings

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Recent Calls Not Showing

  • Cause: Temporary sync delay
  • Fix: Refresh the page (updates are real-time)

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Audio Won’t Download

  • Cause: Browser permission settings
  • Fix: Allow file downloads in your browser configuration