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Every call — phone, website widget, or browser test — lands in one call history, filterable by channel.

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Call list

Filter by All / Web / Website Widget / Phone, search by caller name or number, or filter by feedback. Each row shows status, channel, website (for widget calls), duration, recording availability, sentiment, and which agent handled it.
All Calls History page showing total, completed, failed and in-progress counts, channel filter tabs, a search box, and a table of calls with caller, status, channel, direction and duration

Monitor → Calls: the All Calls History table, with totals and channel filters above it.

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Call detail

Opening a call shows its Details tab (the Other calls tab lists that caller’s earlier calls):
  • Call transcript — the full turn-by-turn conversation, downloadable as text.
  • Conversation intelligence — click Analyze (Re-analyze once a call has been analyzed) to run AI analysis and get a summary, sentiment, outcome, QA score, and next steps for that specific call.
  • Recording — inline playback and MP3 download, if recording is enabled in Compliance for your account.
Call detail window with a Hindi and Marathi transcript, a conversation intelligence summary with Positive, Qualified and QA 94/100 badges, key points, next steps, and call details

An opened call: the transcript on the left, conversation intelligence and call details on the right. This caller switched from Hindi to Marathi mid-call.

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Feedback

Mark a conversation helpful or not — conversations marked not helpful surface on the dashboard’s “Needs attention” panel so your team can review them.