Viewing past calls
The Conversations page shows a complete history of all calls made by your agents. Navigate to Conversations in the sidebar and select the Past Calls tab.Call details
Each call record includes:| Field | Description |
|---|---|
| Agent Name | Which agent handled the call |
| Time | When the call started |
| Duration | How long the call lasted |
| Channel Type | Phone or Web |
| Source | How the call originated (Test, Widget, Demo Link, Telephony) |
| Status | Connected, Completed, Failed, etc. |
| User Sentiment | Positive, Negative, Neutral, or Mixed |
| Cost | Voice minutes cost for the call |
| End Reason | Why the call ended (agent hangup, user hangup, etc.) |
| From / To | Phone numbers involved |
| Post-Call Analysis | AI-generated summary (if enabled) |
Customizing columns
Click the column selector to choose which fields to display. Over 15 columns are available - show only what’s relevant to you.Filtering calls
Use the filter bar to narrow down your call history:| Filter | Options |
|---|---|
| Date range | All time, Last 7 days, Last 30 days, or Custom range |
| Duration | Greater than, Less than, or Between specific durations |
| Status | Connected, Completed, Failed, and more |
| Sentiment | Positive, Negative, Neutral, Mixed |
| Source | Test Modal, Widget, Demo Link, Telephony |
| Channel Type | Phone, Web |