Calls
Overview

Calls Overview

The Calls section is the central hub for managing, reviewing, and analyzing all your call recordings in Aila.

What You'll Find Here

The Calls page displays all recorded conversations with powerful filtering, search, and analysis tools to help you quickly find and review important calls.

Key Features

Call List View

View all your calls in a comprehensive table with:

  • Call Details - Caller name, date, duration, and status
  • Processing Status - See transcription and analysis progress
  • Review Status - Track which calls have been reviewed or coached
  • Quality Scores - Quick view of checklist scores
  • Actions - Play, review, or delete calls

Advanced Filtering

Filter calls by multiple criteria:

  • Date Range - Specific dates or relative ranges (today, this week, this month)
  • Caller/User - Filter by specific team members or contacts
  • Duration - Find calls by length (short, medium, long calls)
  • Status - Processing status, review status, or quality scores
  • Tags - Custom tags for organization
  • Call Type - Inbound, outbound, or voicemail

Search

Powerful search across:

  • Contact names
  • Call transcripts
  • Custom field data
  • Tags and notes

Call Details

Click any call to view detailed information:

Transcript

  • Full Transcript - Complete, timestamped conversation
  • Speaker Identification - Automatic diarization to identify speakers
  • Word-Level Timestamps - Click any word to jump to that point in the recording
  • Search Within Transcript - Find specific topics or keywords

Audio Playback

  • In-App Player - Listen without leaving Aila
  • Playback Controls - Speed adjustment, skip forward/back
  • Timestamp Sync - Click transcript to jump to that moment

AI Analysis

View AI-extracted information:

  • Call Summary - Quick overview of the conversation
  • Key Points - Important topics discussed
  • Sentiment Analysis - Overall tone and emotional indicators
  • Custom Fields - Extracted data points configured in your datasets

Quality Checklist

  • Scorecard - Complete quality evaluation
  • Pass/Fail Criteria - See which standards were met
  • Compliance Scores - Overall quality rating
  • Improvement Areas - Suggested coaching points

Call Actions

Ask Aila

Click Ask Aila on any call to:

  • Get instant answers about the conversation
  • Analyze specific aspects of the call
  • Generate follow-up action items
  • Understand context and sentiment

Star/Save to Library

Save important calls to your Call Library for:

  • Training examples
  • Best practice references
  • Coaching materials
  • Quality benchmarks

Add to Coaching

Create coaching feedback directly from the call:

  • Add scorecard reviews
  • Leave timestamped comments
  • Create action items
  • Request feedback

Share

Generate shareable links for:

  • Team review sessions
  • Training purposes
  • External stakeholders (with proper permissions)

Call Upload

Manual Upload

Upload pre-recorded calls:

  1. Click Upload Call
  2. Select audio or video file
  3. Add call metadata (caller, date, direction)
  4. Optional: Add tags or notes
  5. Aila processes and analyzes automatically

Supported Formats

  • Audio: MP3, WAV, M4A, AAC
  • Video: MP4, MOV, AVI
  • Maximum size: 2GB per file

Batch Upload

Use the API to upload multiple calls at once (1-100 calls per batch).

Automatic Call Creation

Calls are automatically created when:

  • Calendar bot joins a scheduled meeting
  • Browser extension records a call
  • Phone integration (OpenPhone) receives a call
  • CRM integration syncs call records

Call Processing

When a call is created, Aila automatically:

  1. Transcribes the audio (supports 100+ languages)
  2. Identifies speakers using AI diarization
  3. Analyzes content for key information
  4. Extracts custom fields based on your datasets
  5. Evaluates quality against your checklists
  6. Syncs to CRM if configured

Processing typically takes 1-3 minutes depending on call length.

Viewing Options

Table Columns

Customize which columns appear:

  • Caller/Contact
  • User/Team Member
  • Date & Time
  • Duration
  • Quality Score
  • Processing Status
  • Review Status
  • Tags
  • Custom Fields

Sorting

Sort by any column:

  • Date (newest/oldest first)
  • Duration (longest/shortest)
  • Quality score (highest/lowest)
  • Alphabetical (caller name)

Best Practices

Regular Review

  • Review calls daily or weekly
  • Use filters to focus on specific issues
  • Star exceptional calls for training

Tagging Strategy

Create consistent tags for:

  • Call outcomes (sold, follow-up, not interested)
  • Topics (pricing, technical, complaints)
  • Training needs (good example, needs coaching)

Quality Monitoring

  • Set up automated quality checklists
  • Review low-scoring calls promptly
  • Use insights to identify training opportunities

Next Steps

Getting StartedManaging Calls