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Call Management & Analytics ​

Welcome to the Call Management section! Here you'll learn how to view, search, and analyze your assistant calls.

Overview ​

The call management system helps you:

  • View All Calls: See a complete list of incoming calls
  • Search & Filter: Find specific calls using various filters
  • Analyze Performance: Get insights from call data
  • Track Contacts: See which contacts are calling

Key Features ​

Call Filtering ​

Filter your calls by:

  • Phone Number: Search for calls from specific phone numbers
  • Assistant: View calls for specific assistants
  • Duration: Filter by call length (less than 30 seconds, more than 30 seconds)
  • Contact: Filter by specific contacts (new feature)
  • Date Range: View calls from specific time periods
  • Call ID: Search for specific call IDs

Analytics & Insights ​

Get detailed insights including:

  • Call Statistics: Total calls, average duration, satisfaction levels
  • Contact Analytics: Performance data filtered by specific contacts
  • Calling Reasons: Understanding why people are calling
  • Trends Over Time: See how call patterns change
  • Knowledge Base Gap Insights: View all calls related to a specific knowledge gap, helping you understand patterns and frequency of missing information. When you navigate from a knowledge base gap, you'll see a comprehensive list of all calls where that gap was identified, complete with issue details and caller information.

Viewing Uploaded Files ​

When callers upload files during a call, you can easily access them:

  • Attachment Column: A new column in the calls table shows whether a file was uploaded
  • Quick Access: Click the "Open" link to view or download the uploaded file
  • Secure Links: Files are accessed through secure, temporary links for your protection

Exporting Call Data ​

Export your call data to Excel for further analysis:

  • Export Button: Click the export button in the calls table to download all call data
  • Transcript Included: Each exported call includes the full conversation transcript, making it easy to review and analyze conversations
  • Excel Format: Data is exported as an Excel file for easy filtering and analysis

Contact Integration ​

  • Automatic Linking: Calls are automatically linked to contacts
  • Contact History: View all calls from the same contact
  • Contact Filtering: Filter analytics and call lists by specific contacts

Listening to Call Recordings ​

Play back call recordings directly in the browser using the built-in audio player:

  • Seek to Any Point: Click or drag anywhere on the progress bar to jump to any moment in the recording — you are no longer limited to playing from the beginning
  • Pause & Resume: Start and stop playback at any time
  • Download: Use the download button to save the recording to your device

Accurate Call Records ​

  • No Duplicate Entries: The system automatically detects and ignores duplicate call events, so your call list always shows each call exactly once
  • Reliable Data: Call statistics and analytics are based on accurate, deduplicated data

Guides ​

Browse each guide for detailed instructions on managing and analyzing your calls.

If you have questions about call management, please contact your administrator or support team!