Calls & Analytics Overview

Every call an agent handles — inbound, outbound, campaign or browser test — becomes a record you can review afterward. This section covers what's captured and where to find it.

What's recorded for every call

• Status and call type — whether it's inbound, outbound or a browser test, and how it ended — see Call History
• Recording — the call audio, where recording is enabled — see Recordings & Transcripts
• Transcript — a written record of the conversation — see Recordings & Transcripts
• Captured variables — the structured fields your workflow's extraction variables pulled out — see Captured Variables
• Outcome — what actually happened on the call — see Call Outcomes

Finding what matters

With enough call volume, reading every call individually doesn't scale. See Engagement & Enquiry Filtering for how to filter calls by outcome and engagement instead of opening each one.

Next

• Call History
• Call Details
• Call Outcomes