Calls
Managing Calls

Managing Calls

Learn how to effectively organize, filter, and work with your call recordings in Aila.

Call Organization

Filtering Calls

Use powerful filters to quickly find the calls you need:

Date Range Filter

  • Today - All calls from today
  • This Week - Calls from the current week
  • This Month - Calls from the current month
  • Custom Range - Select specific start and end dates
  • Last 7/30/90 days - Relative date ranges

User Filter

Filter by team member who handled the call:

  • Select one or more team members
  • View calls for specific users
  • Compare performance across team

Caller Filter

Filter by contact or caller:

  • Search for specific contacts
  • View all calls with a particular person
  • Track conversation history

Duration Filter

Find calls by length:

  • Short calls - Less than 2 minutes (hide voicemails)
  • Medium calls - 2-10 minutes
  • Long calls - Over 10 minutes
  • Custom threshold - Set your own duration criteria

Status Filters

  • Processing Status - Pending, transcribing, analyzing, complete, failed
  • Review Status - Unreviewed, reviewed, coaching needed
  • Quality Score - High, medium, low scores

Call Type Filter

  • Inbound - Incoming calls
  • Outbound - Outgoing calls
  • Voicemail - Voicemail recordings
  • Meetings - Scheduled meeting recordings

Tagging System

Organize calls with custom tags:

Creating Tags

  1. Open any call detail view
  2. Click Add Tag
  3. Create new tag or select existing
  4. Tags are color-coded for quick identification

Tag Strategies

By Outcome:

  • closed-deal
  • follow-up-needed
  • not-interested
  • reschedule

By Topic:

  • pricing-discussion
  • technical-support
  • complaint
  • feature-request

By Quality:

  • excellent-call
  • needs-improvement
  • training-example

Filtering by Tags

  • Click any tag to show all calls with that tag
  • Combine multiple tags for advanced filtering
  • Save frequent tag combinations

Call Actions

Bulk Actions

Select multiple calls to:

  • Delete - Remove calls permanently
  • Add Tags - Tag multiple calls at once
  • Export - Download call data and transcripts
  • Share - Generate shared links

Individual Call Actions

Playing Calls

  • In-App Playback - Listen directly in Aila
  • Speed Control - Adjust playback speed (0.5x to 2x)
  • Seek - Jump to specific timestamps
  • Download - Save audio file locally

Editing Call Details

Update call information:

  • Contact/Caller name
  • Date and time
  • Call direction (inbound/outbound)
  • User assignment
  • Custom notes

Deleting Calls

  1. Click Delete on a call
  2. Confirm deletion
  3. Call is moved to trash
  4. Permanently deleted after 30 days

Note: Deleted calls can be restored within 30 days from the trash.

Adding Comments

Leave notes on calls:

  1. Open call detail view
  2. Click Add Comment
  3. Type your note
  4. Comments are visible to team members
  5. Use @mentions to notify specific users

Search

Full-Text Search

Search across:

  • Transcripts - Find calls containing specific words or phrases
  • Contact Names - Search by caller or company
  • Custom Fields - Search extracted data
  • Tags - Find calls with specific tags
  • Notes/Comments - Search team comments

Search Tips

  • Use quotes for exact phrases: "pricing discussion"
  • Combine with filters for precise results
  • Search is case-insensitive
  • Supports partial matches

Call Library Integration

Saving to Library

Star important calls to save them to your Call Library:

  1. Click the star icon on any call
  2. Optionally add library notes
  3. Call appears in Library for quick access
  4. Remains in main Calls list

Use Cases for Library

  • Training Examples - Save exemplary calls for team training
  • Templates - Calls demonstrating ideal conversations
  • Reference - Important information or decisions
  • Coaching Materials - Examples for improvement discussions

Performance Tips

Efficient Call Review

  1. Set up filters - Create saved filter combinations
  2. Review daily - Don't let calls pile up
  3. Use quality scores - Focus on low-scoring calls first
  4. Star important calls - Save time relocating key recordings

Team Collaboration

  • Tag consistently - Establish team tagging conventions
  • Add context - Use comments to share insights
  • Share calls - Use sharing feature for team discussions
  • Review together - Use shared links for coaching sessions

Call Data Export

Export call information for external analysis:

Export Options

  1. Navigate to Calls page
  2. Apply desired filters
  3. Click Export
  4. Choose format (CSV, JSON)
  5. Select fields to include

Available Export Fields

  • Call metadata (date, duration, participants)
  • Transcripts
  • Quality scores
  • Custom field values
  • Tags and notes
  • AI analysis results

Keyboard Shortcuts

Speed up your workflow with shortcuts:

  • Space - Play/pause audio
  • ←/→ - Skip backward/forward (5 seconds)
  • ↑/↓ - Adjust volume
  • Shift + ←/→ - Skip backward/forward (30 seconds)
  • S - Star/unstar current call
  • / - Focus search box

Best Practices

Daily Review Routine

  1. Filter for today's calls
  2. Review quality scores
  3. Address low-scoring calls
  4. Leave coaching feedback where needed
  5. Star exceptional calls

Weekly Organization

  1. Review and tag untagged calls
  2. Archive or delete unnecessary recordings
  3. Update call library with new examples
  4. Review trends and patterns

Quality Maintenance

  • Regularly review checklist criteria
  • Update filters for changing priorities
  • Clean up old tags
  • Archive completed calls

Troubleshooting

Call Not Appearing

  • Check date range filter
  • Verify processing is complete
  • Check user/caller filters
  • Ensure call wasn't deleted

Slow Loading

  • Reduce date range
  • Limit applied filters
  • Clear browser cache
  • Check internet connection

Missing Transcript

  • Wait for processing to complete (usually 1-3 minutes)
  • Check for processing errors in call details
  • Contact support if processing fails

Next Steps

OverviewCall Library