Call history

Calls is the record of every call your voice agent has picked up. It is the best insight into what your audience actually rings about, and the fastest way to find out whether the agent is doing a good job.

It is read-only. Calls appear here on their own, and nothing on these pages can be edited, because a call record is a note of something that physically happened on a phone line.

If the list is empty, either the agent has not been switched on yet, or no number points at it. See the voice agent.

The list

Go to Phone & SMS then Calls. Each row is one call:

• When it came in, date and time.
• Caller. The contact's name if you already know them, with their number underneath. Otherwise just the number. Callers who withhold their number show as Withheld number.
• Length, in minutes and seconds.
• Outcome. A chip reading Completed, Voicemail, Live for a call happening right now, No answer, Busy, Failed or Rejected.
• How it ended, in plain words.
• Contains. Small badges showing the number of exchanges in the conversation, and whether there is audio.

Click any row to open the full call. The list pages 25 at a time, oldest pages reachable through the pager at the bottom.

How a call ended

The How it ended column is the most useful thing in the list once you have a few days of calls. The possible answers are:

• Caller hung up. The normal ending.
• Agent ended the call. The conversation reached its natural close.
• Transferred to a person. The caller asked for a human and got your forwarding number.
• Left a message. The call went to voicemail.
• Monthly minute cap reached, Hit the call length limit, or Too many calls at once. These three appear in amber. They mean a caller was cut off by one of your safety limits, not by anything they or the agent did. If you see them, go and raise the limit in your voice settings.
• Audio connection failed or Ended with an error. Something went wrong. If these keep appearing, tell us.

One call in detail

Opening a call gives you the whole conversation and the facts around it.

The transcript

The main column is the conversation, turn by turn, in the order it was spoken. Agent turns sit on the left, the caller's on the right, and each one is stamped with how far into the call it happened.

Two extra markers show up on turns:

• Replied in. How many milliseconds the agent took to start speaking on that turn.
• Interrupted. The caller started talking over the agent. This is the single most common way a voice conversation goes wrong, so it is shown rather than hidden. A transcript full of interruptions usually means the agent is talking too much, which you fix in How it should behave on the voice settings page.

Where the agent looked something up mid-call, small badges under the turn name what it checked, and mark it as failed if the lookup did not work.

If nothing was transcribed, the page says so: either the caller hung up before speaking, or the call went straight to voicemail.

A message left

If the caller left a voicemail, it appears above the transcript in its own card, transcribed into text, so you can read it rather than listen to it.

Call details

The right-hand column holds the facts:

• From and To numbers, and the Number type the call came in on.
• Started, Answered and Ended times, and the total Length. A call still in progress shows "still live" as its end time.
• How it ended, the same wording as the list.

Responsiveness

If the call had any back and forth, a Responsiveness card shows the typical and slowest time the agent took to start replying.

Anything under about 800 milliseconds feels like a normal conversation. Consistently slower than that and callers start talking over the agent because they think the line has gone dead, which you will see reflected in the interruption markers on the transcript.

Recording

The last card holds the audio.

If you did not switch recording on, it says so. Recording is off unless you turned it on in your voice settings, and it is worth reading the warning there before you do.

If there is a recording, you get a player to listen to it, and a Delete recording button underneath.

Getting value out of this

A few habits that pay off:

• Read the first ten transcripts properly. They will tell you which questions the agent handles well and which it fumbles, and both are fixable in How it should behave.
• Look for amber endings. Any call cut off by a safety limit is a caller who did not get what they rang for.
• Watch for interruptions. A cluster of them means the agent's answers are too long.
• Check the voicemails. A caller who left a message asked a question the agent could not answer. That is a gap worth closing.