Call History
Table of Contents
- Understanding Call History
- The Conversations List View
- Conversation Metrics
- Searching Conversations
- Filtering Options
- Column Configuration
- Understanding Conversation Status
- Conversation Row Information
- Quick Actions
- Pagination and Navigation
Understanding Call History
The Call History section provides a comprehensive log of all conversations conducted by your AI employees. This historical record is essential for: Quality Assurance: Review calls to ensure AI employees perform as expected. Performance Analysis: Understand outcomes and identify improvement opportunities. Compliance: Maintain records for regulatory or business requirements. Training: Learn from successful and unsuccessful interactions. Customer Service: Reference past conversations when handling follow-ups.What Constitutes a Conversation
A conversation record is created when:- An inbound call is received by an AI employee
- An outbound call is initiated by an AI employee
- A campaign call attempt is made
- Complete transcript of the dialogue
- Audio recording (when available)
- Metadata including timing, duration, and status
- Associated contact and AI employee information
- Custom property values
The Conversations List View
The Call History page displays all conversations in a sortable, filterable table.Page Header
Title: “Call History” identifies the section clearly. No create button: Conversations are created automatically through calls, not manually.Metrics Overview
Summary cards provide aggregate statistics: Total Calls: Count of all conversations in the system. Successful Calls: Conversations with positive outcomes. Average Duration: Mean length across all conversations. Additional metrics: May include success rate, recent call counts, or other relevant statistics.Main Table
The table presents conversations with customizable columns, defaulting to:- Title
- Contact
- AI Employee
- Status
- Direction
- Duration
- Date
- Actions
Conversation Metrics
The metrics cards at the top of the page provide quick operational insights.Total Calls
The complete count of conversations in your organization’s history. What this represents:- All inbound calls received
- All outbound calls made
- All campaign call attempts
- Understand scale of operations
- Track growth over time
- Compare periods for trend analysis
Successful Calls
Conversations that achieved their intended outcomes. What counts as successful:- Calls marked with Success status
- Voicemail messages left (when configured)
- Other positive outcome indicators
- Higher numbers indicate more productive operations
- Compare against total for success rate calculation
Average Duration
The mean length of conversations across your history. What affects this metric:- Nature of calls (complex vs. simple)
- AI employee configuration
- Caller engagement levels
- Early hangups or extended conversations
Success Rate
Percentage of successful outcomes relative to total attempts. Calculation: Successful calls / Total calls x 100 Benchmarks vary by:- Inbound vs. outbound mix
- Industry and use case
- Target audience quality
Searching Conversations
Find specific conversations using the search functionality.Search Capabilities
The search bar allows searching across:- Conversation titles
- Contact names (first and last)
- Phone numbers (sender and recipient)
- Conversation summaries (if available)
Search Behavior
Instant results: Results update as you type. Case insensitive: No need to match capitalization. Partial matching: Partial strings match relevant records.Effective Search Strategies
By contact: Enter a contact’s name to find all their conversations. By phone number: Search for a specific number to see related calls. By topic: If titles contain topic keywords, search for them. By date: Combine with date filters for time-specific searches.Filtering Options
Powerful filtering helps you analyze specific subsets of your call history.Status Filter
Filter by conversation outcome: Available statuses:- Success
- Failed
- Voicemail
- No Answer
- Busy
- Canceled
Direction Filter
Filter by call direction: Inbound: Calls initiated by contacts calling in. Outbound: Calls initiated by AI employees. All: Include both directions.Channel Filter
If multiple communication channels are used, filter by:- Voice calls
- Other configured channels
AI Employee Filter
Focus on conversations from specific AI employees:- Select one or more employees
- Useful for comparing performance
- Helpful when troubleshooting specific configurations
Date Filters
Narrow by time period: Preset ranges:- Last 3 days
- Last 7 days
- Last 14 days
- Last 30 days
- Last 90 days
- Date From: Starting date
- Date To: Ending date
Duration Filters
Find calls within specific length ranges: Minimum Duration: Calls at least this long. Maximum Duration: Calls no longer than this. Use cases:- Find very short calls (potential issues)
- Find very long calls (might need review)
- Identify typical duration ranges
Phone Number Filter
Search for conversations involving specific numbers:- Sender telephone
- Recipient telephone
- Partial number matching
Property Filters
If custom properties are configured for conversations, filter by:- Property type selection
- Value matching
Filter Badges
Active filters display as badges above the table:- Each badge shows the active filter
- Click to remove individual filters
- Clear all option resets filtering
Column Configuration
Customize the table display to show relevant information.Standard Columns
Title: The conversation subject or auto-generated title. Often based on main topic or contact name. Contact: The person who participated in the conversation. Links to contact detail page. Employee: The AI employee who handled the call. Links to employee detail page. Status: Visual badge indicating conversation outcome. Direction: Arrow indicator showing inbound or outbound. Channel: Communication channel used. Duration: Length of the conversation displayed as MM:SS. Date: When the conversation started.Property Columns
Custom properties appear as additional column options:- Add columns for relevant properties
- View property values directly in the table
- Useful for segmentation visibility
Column Visibility
Toggle columns on or off:- Access the column picker
- Check boxes for desired columns
- Uncheck columns to hide
Column Order
Rearrange columns to match your workflow:- Drag columns to new positions
- Place priority information first
- Configuration persists across sessions
Understanding Conversation Status
Status indicates the outcome of each conversation.Success
The call achieved its intended purpose:- Conversation completed naturally
- Objectives were met
- No technical issues
Voicemail
The AI employee encountered a voicemail system:- Voicemail was detected
- Response depended on configuration
- Message may have been left
No Answer
The call was not picked up:- Phone rang without answer
- No voicemail system detected
- Eventually timed out
Busy
The line was engaged:- Recipient was on another call
- Busy signal received
- Unable to connect
Failed
Technical issues prevented completion:- Network problems
- System errors
- Audio quality issues
Canceled
The call was terminated before completion:- User intervention
- System rules triggered
- Campaign stopped
Conversation Row Information
Each row in the conversation table provides key information at a glance.Primary Identifier
The first column (typically Title or Contact) includes:- Visual avatar or status icon
- Clickable link to full details
- Truncated text if too long
Contact Information
When displaying contact:- Full name when available
- “Unknown Contact” for unlinked conversations
- Link to contact detail page
AI Employee Reference
The employee column shows:- AI employee name
- Link to employee page
- Indicator if employee was deleted
Duration Display
Duration appears in readable format:- MM:SS format (e.g., “3:45”)
- Dash or zero for minimal duration
- Monospace font for alignment
Date Display
Timestamps show:- Date of the conversation
- Time may be included
- Format follows your locale settings
Quick Actions
Each conversation row includes an actions menu.View Details
Navigate to the full conversation detail page:- Complete transcript
- Audio recording
- Metadata
- Evaluations
Call Actions
Additional actions may include:- Call the contact again
- Link to different contact
- Add to campaign
Archive/Delete
Depending on permissions:- Archive to remove from active view
- Delete for permanent removal
Pagination and Navigation
Navigate through large conversation lists efficiently.Page Controls
Pagination appears when results exceed page size:- Current page indicator
- Previous/Next buttons
- Page size selection
Page Size Options
Choose how many conversations display per page:- 10, 25, 50, or 100 options typically
- Balance between information density and performance
- Preference is remembered
Result Counts
Information displays showing:- Total number of matching conversations
- Current page range
- Effect of active filters on counts
Maintaining Context
When navigating to conversation details:- Return navigation preserves your place
- Filters remain active
- Scroll position may be maintained