Calls
The Calls page lists every call the Intake Agent has processed. Open a call to read the transcript and summary, check the score, and leave feedback.
Who can use it: Owners, Admins, and Managers see every call. Members see their own calls.
Find a call
Open Calls in the sidebar. Use the filter bar to narrow the list. Filters include:
- Date range, call duration, and the person on the call (Filter by caller).
- Review status, processing state, overall call score, and agent acknowledgment.
- Call type, tags, and disposition.
- Contact status (Open, Won, Lost), phone number, and calls not matched to a CRM contact.
- Do Not Call flag, unread comments, and hide voicemails or calls that were too short or silent.
Choose 10, 25, or 100 calls per page. Use the column picker to show or hide columns, such as Status, Review, Participants, Source, Score, Duration, Date, Tags, Disposition, Emotion, and Call type.
You can also upload a call, import data, and export calls from this page.
Review statuses
The Review column shows where a call is in the coaching flow:
| Status | Meaning |
|---|---|
| Not Reviewed | No manager feedback yet. |
| Pending Review | A manager left feedback. |
| Agent Question | The agent replied to a comment. |
| Complete | The agent acknowledged the feedback. |
| Cleared by Manager | A manager cleared the item from the queue. |
Open a call
Click a call to open it. The call page includes:
- An audio player with playback speeds from 0.5x to 2x.
- A searchable, speaker-labeled transcript.
- A summary and the fields the Intake Agent extracted.
- The scorecard result, emotion, and call stats.
- A comments panel for timestamped feedback. See Coaching.
- Ask Aila, a chat assistant for questions about the call.
Open the Actions menu for Download call, Report an issue, Library, Reassign Call, and Sync to CRM. See Managing calls.