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Overview

Following best practices helps you effectively monitor, analyze, and manage your call history for better insights and quality assurance.

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Filtering Best Practices

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Use Date Ranges Effectively

Strategy:
  • Use presets for common ranges (Today, This Week)
  • Use custom ranges for specific analysis periods
  • Combine with other filters for focused views
  • Save frequently used filter combinations
Examples: 
Daily Review: Today + COMPLETED status
Weekly Analysis: This Week + All statuses
Monthly Report: Custom range (first to last of month)

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Combine Multiple Filters

Effective Combinations:
  • Date range + Status + Agent
  • Channel + Status + Date range
  • Agent + Date range + Search
  • Multiple statuses for comprehensive view
Benefits:
  • Focused data views
  • Faster analysis
  • Better insights
  • Reduced data noise

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Reset Filters Regularly

When to Reset:
  • Starting new analysis
  • Clearing old filters
  • Returning to default view
  • Troubleshooting issues
Process:
  • Use Reset button
  • Verify default filters restored
  • Check date range reset to “All”
  • Confirm other filters cleared

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Search Best Practices

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Use Specific Search Terms

Effective Searches:
  • Call IDs for specific calls
  • Phone numbers for user lookup
  • Agent IDs for agent-specific calls
  • Partial matches for flexibility
Examples: 
Good: "+12025551234" (specific number)
Good: "agent-456" (specific agent)
Good: "call-123" (specific call)
Bad: "test" (too broad)

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Combine Search with Filters

Strategy:
  • Use search to narrow results
  • Apply filters to focus search
  • Search within filtered dataset
  • Refine with additional filters
Example: 
1. Filter by date range (This Week)
2. Filter by status (COMPLETED)
3. Search for specific phone number
4. Result: Focused, relevant calls

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Export Best Practices

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Export Filtered Data

Strategy:
  • Apply filters before exporting
  • Export filtered results for analysis
  • Use current page export for samples
  • Export full filtered dataset for reports
Benefits:
  • Relevant data only
  • Smaller file sizes
  • Faster processing
  • Focused analysis

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Regular Exports

Schedule:
  • Daily exports for monitoring
  • Weekly exports for analysis
  • Monthly exports for reporting
  • Ad-hoc exports for specific needs
Use Cases:
  • Performance tracking
  • Quality assurance
  • Compliance reporting
  • Data backup

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Monitoring Best Practices

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Regular Review

Daily:
  • Review recent calls
  • Check for failures
  • Monitor active calls
  • Verify system health
Weekly:
  • Analyze call patterns
  • Review success rates
  • Check agent performance
  • Identify trends
Monthly:
  • Comprehensive analysis
  • Performance reports
  • Quality metrics
  • Improvement planning

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Focus on Key Metrics

Important Metrics:
  • Call volume
  • Success rate
  • Average duration
  • Cost per call
  • Failure patterns
Tracking:
  • Monitor trends
  • Set benchmarks
  • Track improvements
  • Identify issues

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Quality Assurance

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Review Failed Calls

Process:
  1. Filter by FAILED status
  2. Review failure reasons
  3. Check call logs
  4. Identify patterns
  5. Take corrective action
Benefits:
  • Identify issues early
  • Improve system reliability
  • Reduce failure rates
  • Better user experience

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Analyze Completed Calls

Review:
  • Conversation quality
  • Agent performance
  • Outcome accuracy
  • User satisfaction
Analysis:
  • Success patterns
  • Quality indicators
  • Improvement opportunities
  • Best practices identification

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Monitor Active Calls

Real-Time Monitoring:
  • Watch IN_PROGRESS calls
  • Join as listener if needed
  • Monitor live transcription
  • Track call progress
Benefits:
  • Immediate issue detection
  • Quality oversight
  • Training opportunities
  • Support assistance

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Troubleshooting

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Use Filters for Investigation

Process:
  1. Identify issue pattern
  2. Apply relevant filters
  3. Search for specific calls
  4. Review call details
  5. Identify root cause
Example: 
Issue: High failure rate
1. Filter by FAILED status
2. Filter by date range (recent)
3. Review failure reasons
4. Check logs for patterns
5. Identify common causes

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Review Call Logs

When to Review:
  • Troubleshooting failures
  • Understanding call flow
  • Debugging issues
  • System monitoring
Process:
  1. Open call details
  2. Navigate to Logs tab
  3. Review log entries
  4. Identify error patterns
  5. Take corrective action

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Common Issues & Solutions

Calls Not Appearing Check:
  1. Status filter: Ensure the call’s status is checked (e.g., checking “Failed” if looking for a failed call).
  2. Date range: Verify date range includes when the call occurred.
  3. Agent filter: Confirm correct agent is selected.
Can’t Play Audio Recording Solutions:
  1. Call still in progress: Audio only available for completed calls.
  2. Browser compatibility: Use Chrome, Firefox, or Edge.
  3. Recording not available: Verify recording was enabled for the session.
Transcript Missing or Incomplete Possible causes:
  1. Call in progress: Transcript builds as call proceeds. Refresh to see latest.
  2. ASR failure: Speech recognition might have failed for some segments.
  3. Data not synced: Wait 30-60 seconds after call ends and refresh.
Slow Table Loading Solutions:
  1. Reduce date range: Narrow from “This Month” to “This Week”.
  2. Apply filters: Load fewer calls by filtering.
  3. Reduce page size: Use 10 or 25 instead of 100 per page.

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Performance Optimization

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Use Pagination

Strategy:
  • Use appropriate page sizes
  • Don’t load all calls at once
  • Use pagination controls
  • Load data as needed
Benefits:
  • Faster page loads
  • Better performance
  • Reduced memory usage
  • Improved user experience

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Limit Export Sizes

Guidelines:
  • Export filtered data when possible
  • Use date ranges to limit exports
  • Export in batches if needed
  • Consider data size limits
Benefits:
  • Faster exports
  • Manageable file sizes
  • Better performance
  • Easier analysis

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Data Analysis

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Regular Analysis

Schedule:
  • Daily quick reviews
  • Weekly detailed analysis
  • Monthly comprehensive reports
  • Quarterly trend analysis
Focus Areas:
  • Call volume trends
  • Success/failure rates
  • Agent performance
  • Cost analysis
  • Quality metrics

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Pattern Recognition

Identify Patterns:
  • Time-based patterns
  • Agent-specific patterns
  • Failure patterns
  • Success patterns
  • User behavior patterns
Use Cases:
  • Optimize scheduling
  • Improve agent training
  • Reduce failures
  • Enhance success rates

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Common Mistakes to Avoid

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❌ Not Using Filters

Problem:
  • Too much data to review
  • Hard to find specific calls
  • Slow performance
  • Overwhelming interface
Solution:
  • Always use relevant filters
  • Combine multiple filters
  • Reset when needed
  • Save common filter sets

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❌ Exporting Everything

Problem:
  • Large file sizes
  • Slow exports
  • Unnecessary data
  • Hard to analyze
Solution:
  • Apply filters before export
  • Export only needed data
  • Use date ranges
  • Export in batches

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❌ Ignoring Failed Calls

Problem:
  • Issues go unnoticed
  • Problems persist
  • Poor user experience
  • System degradation
Solution:
  • Regular failure review
  • Analyze failure patterns
  • Take corrective action
  • Monitor improvements

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❌ Not Monitoring Active Calls

Problem:
  • Miss real-time issues
  • Delayed problem detection
  • Poor quality oversight
  • Missed opportunities
Solution:
  • Monitor active calls regularly
  • Join calls as listener
  • Review live transcription
  • Provide real-time support

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Advanced Tips

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Custom Filter Combinations

Strategy:
  • Create standard filter sets
  • Document common combinations
  • Share filter URLs
  • Bookmark useful views

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Automated Monitoring

Approach:
  • Set up regular exports
  • Schedule analysis tasks
  • Monitor key metrics
  • Alert on anomalies

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Integration with Analytics

Benefits:
  • Combine with other data
  • Comprehensive analysis
  • Better insights
  • Improved decisions

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Next Steps

Viewing Calls

Learn how to effectively filter and search

Call Details

Optimize call review process

Introduction

Understand call history fundamentals