Call History
The Call History section provides a comprehensive view of all calls made by your AI agents. You can search, filter, and analyze call data to monitor performance and identify insights.Accessing Call History
Navigate to Calls in the main menu to access your complete call history.Interface Overview
The calls interface consists of:| Section | Description |
|---|---|
| 📊 Header | Title, description, and selection status |
| 🔍 Filter Bar | Advanced filtering controls |
| 📋 Call Table | List of all calls with key information |
| 📄 Details Modal | Detailed view of individual calls |
Filtering Calls
Date Range Filter
Filter calls by predefined time periods or custom date ranges:- Today - Calls from the current day
- Yesterday - Calls from the previous day
- Last 7 Days - Calls from the past week
- Last 30 Days - Calls from the past month
- Custom Range - Select specific start and end dates with time
Agent Filter
Filter calls by specific agents (playbooks):- Click the Agents dropdown
- Select one or multiple agents
- The filter shows “X agents selected” when active
Status Filter
Filter by call status:| Status | Description |
|---|---|
| 🟢 Completed | Call finished successfully |
| 🟡 In Progress | Call currently active |
| 🔴 Failed | Call encountered an error |
| ⚪ No Answer | Recipient didn’t answer |
| 🔵 Transferred | Call was transferred |
Direction Filter
- Inbound - Calls received by your agents
- Outbound - Calls initiated by your agents
- All - Both directions
Success Filter
Filter by call outcome:- Successful - Calls marked as successful based on your evaluations
- Unsuccessful - Calls that didn’t meet success criteria
- All - All calls regardless of outcome
Search by Call ID
When you have a specific call ID:- Enter the call ID in the search field
- Other filters are temporarily disabled
- The exact call matching that ID is displayed
Call ID search takes priority over all other filters for precise lookups.
Call Table
The call table displays key information for each call:| Column | Description |
|---|---|
| Selection | Checkbox to select calls |
| Status | Call status badge |
| Success | ✓ or ✗ indicator |
| Agent | Name of the agent that handled the call |
| Direction | 📞 Inbound or 📲 Outbound |
| From | Caller phone number |
| To | Recipient phone number |
| Duration | Call length in minutes:seconds |
| Date | When the call occurred |
Bulk Actions
When you select multiple calls:- A selection indicator appears showing “X selected”
- Click Clear Selection to deselect all
- Bulk export options become available
Sorting
Click column headers to sort:- Click once for ascending order
- Click again for descending order
- An arrow indicates the current sort direction
Pagination
- Use Previous and Next buttons to navigate pages
- Change page size (10, 25, 50, 100 calls per page)
- Current position shows “Showing X to Y of Z calls”
Quick Actions
For each call row:| Action | Description |
|---|---|
| 👁️ View | Open call details modal |
| 📋 Copy ID | Copy call ID to clipboard |
Evaluation Trends Analysis
Access comprehensive evaluation trends analysis directly from the call history interface to track agent performance patterns over time.
Accessing Evaluation Trends
From the agent dropdown in your call filters:- Select the agent you want to analyze
- Look for the “View Evaluation Trends” button next to the agent name
- Click to open the evaluation trends dashboard for that specific agent
What You’ll Find
The evaluation trends analysis provides:- Long-term Performance Tracking - Monitor how your agent’s success rates evolve over weeks and months
- Success Rate Patterns - Identify trends, improvements, or areas needing attention
- Historical Context - Compare current performance with past periods
- Actionable Insights - Understand which evaluations are performing well and which need optimization
Tips for Efficient Searching
Use Date Presets
Start with date presets like “Last 7 Days” for quick searches, then narrow down if needed.
Combine Filters
Combine multiple filters to quickly find specific calls (e.g., “Failed + Outbound + Last 24h”).
Export Results
Export filtered results for offline analysis or reporting.
Use Call ID
When debugging a specific issue, use the exact call ID for instant lookup.
Next Steps
Call Details
Learn about the detailed information available for each call.
Evaluation Trends
Analyze agent performance patterns over time with comprehensive trend analysis.
Reporting
Generate comprehensive reports from your call data.