Call history

Every conversation — inbound calls, outbound calls, and website chats — is logged with its full transcript, captured data, outcome, and recording. It’s where you see what happened and how to make the agent better.

Where: Dashboard → Call history.

The list

Each row is one conversation:

• Direction — inbound (↙), outbound (↗), or web chat.
• Caller / contact, the agent that handled it, and the duration.
• Filter by agent or caller to find what you need.

A single call

Open any conversation to see:

• Full transcript — every turn, who said what.
• Captured fields — the values your Extractors pulled (name, reason, etc.).
• Outcome — e.g. answered, no-answer, booked, opted-out (for outbound).
• Recording — if you enabled recording on the agent, play it back here.

Use history to improve the agent

This is the feedback loop that makes an agent good:

• Spot missing knowledge. If callers ask something the agent fumbled, add it to Knowledge and re-test.
• Tighten the prompt. If the agent is too chatty or off-tone, adjust the agent’s instructions.
• Check your extractors are capturing the right fields, and fix the hints if not.
• Verify actions fired when they should have (e.g. a booking actually happened).