Skip to main content

​
Overview

The Call Details drawer provides comprehensive information about individual calls, including conversation transcripts, logs, outcomes, and metadata. It’s accessible by clicking any call in the call history list.

​
Accessing Call Details

​
Opening the Drawer

Methods:
  • Click any call row in the list
  • Click “View Details” from actions menu
  • Exception: PENDING calls do not open drawer
Drawer Behavior:
  • Opens as side panel
  • Overlays the call history list
  • Can be closed via X button or outside click
  • Preserves scroll position

​
Drawer Tabs

The call details drawer includes four main tabs:

​
Overview Tab

Call details drawer open showing side panel with Overview tab active, Call ID with copy button, Monitor The Call section with Start Live Monitoring button, Call Information section with metadata, and all four tabs visible Information Displayed:
  • Call metadata (time, duration, cost)
  • Agent information
  • Channel type
  • Status and outcome
  • Call parameters (user number, agent number)
  • Basic call statistics
Use Cases:
  • Quick call summary
  • Basic information review
  • Status verification
  • Cost tracking

​
Conversation Tab

Content:
  • Full conversation transcript
  • Speaker identification
  • Timestamps for each message
  • Message formatting
  • Real-time updates for active calls
Features:
  • Scrollable transcript
  • Search within transcript
  • Copy transcript option
  • Export conversation
For Active Calls:
  • Live transcription updates
  • Real-time message display
  • Auto-scroll to latest
  • Live indicator
  • Send Real-Time Instructions: After joining the call via “Start Live Monitoring”, use the “Send instruction to agent…” input field to send prompts during the ongoing call

​
Logs Tab

Information:
  • System logs and events
  • Call flow events
  • Error messages
  • Debug information
  • Timestamped entries
Use Cases:
  • Troubleshooting issues
  • Understanding call flow
  • Debugging problems
  • System event tracking

​
Outcome Tab

Content:
  • Call outcome summary
  • Results and conclusions
  • Outcome parameters
  • Structured data
  • Outcome metadata
Use Cases:
  • Review call results
  • Extract structured data
  • Analyze outcomes
  • Track success metrics

​
Monitor The Call

For active calls (IN_PROGRESS status), you can join the call as a listener to monitor the conversation in real-time.

​
Before Joining

Call details drawer showing Monitor The Call section before joining with section header, description text, large green Start Live Monitoring button with headphone icon, and Overview tab visible Monitor The Call Section:
  • Appears in the call details drawer for active calls
  • Description: “Join the call as a listener to monitor the conversation in real-time”
  • “Start Live Monitoring” button - Click to join the call

​
After Joining

Call details drawer showing Monitor The Call section after joining with Live Call indicator with green dot, audio controls (Mute and Leave Call buttons), Send instruction to agent input field with helper text and send button Interface Updates:
  • “Live Call” indicator appears with green dot
  • Audio controls become available:
    • Mute button (speaker icon) - Mute/unmute the call audio
    • Leave Call button (red text) - Exit the live monitoring session
  • “Send instruction to agent…” input field appears below audio controls
    • Helper text: “Send real-time instructions to the agent during the call”
    • Send button (paper airplane icon) - Submit your instruction
Benefits:
  • Monitor conversations in real-time
  • Hear live audio from the call
  • Send real-time instructions to guide the agent
  • View live transcription updates in the Conversation tab
Live monitoring is only available for calls with IN_PROGRESS status. You must join as a listener before you can send real-time instructions to the agent.

​
Call Information

​
Basic Metadata

Displayed Information:
  • Call ID: Unique identifier
  • Time: Call timestamp
  • Duration: Total call duration
  • Status: Current call status
  • Cost: Cost in credits
  • Channel: Communication channel

​
Agent Information

Details:
  • Agent name
  • Agent ID (copyable)
  • Agent configuration
  • Agent settings used

​
Channel Information

Details:
  • Channel type (Web/Telephone)
  • Channel-specific metadata
  • Connection information
  • Channel quality metrics

​
Call Parameters

Parameters:
  • User/Client number
  • Agent number
  • Additional parameters
  • Custom variables

​
Real-Time Updates

​
Active Calls

Live Updates:
  • Conversation tab updates in real-time
  • New messages appear automatically
  • Status changes reflected immediately
  • Duration updates live
Indicators:
  • “Live” badge on active calls
  • Real-time transcription indicator
  • Auto-scroll to latest message
  • Live status updates

​
Status Changes

Updates:
  • Status changes update automatically
  • Transition animations
  • Visual status indicators
  • Real-time badge updates

​
Sending Real-Time Instructions

During an ongoing call (IN_PROGRESS status), you can send real-time prompts or instructions to the agent. Instructions can only be sent after joining the call as a listener.

​
How to Send Instructions

Step 1: Join the Call
  1. Open the call details drawer for an active call (IN_PROGRESS status)
  2. In the Monitor The Call section, click “Start Live Monitoring”
  3. You’ll join the call as a listener to monitor the conversation in real-time
Step 2: Send Instructions
  1. After joining, the interface updates to show:
    • “Live Call” indicator with green dot
    • Audio controls (Mute, Leave Call)
    • “Send instruction to agent…” input field appears below the audio controls
  2. Type your instruction or prompt in the input field
  3. Click the send button (paper airplane icon) to send the instruction to the agent
What You’ll See:
  • Before joining: “Start Live Monitoring” button in the Monitor The Call section
  • After joining: “Live Call” indicator, audio controls, and “Send instruction to agent…” input field
  • Helper text: “Send real-time instructions to the agent during the call”
Use Cases:
  • Provide additional context during the call
  • Guide the agent’s response to specific questions
  • Update information or correct misunderstandings
  • Escalate or change call direction
  • Provide real-time coaching or corrections
Real-time instructions are only available for calls with IN_PROGRESS status. You must first join the call using “Start Live Monitoring” before the instruction input field becomes available.

​
Conversation Transcript

​
Transcript Format

Structure:
  • Speaker identification
  • Message content
  • Timestamps
  • Message types
Example: 
[10:30:15] Agent: Hello, how can I help you today?
[10:30:20] User: I need help with my account
[10:30:25] Agent: I'd be happy to help. What's your account number?

​
Transcript Features

Functionality:
  • Scrollable view
  • Search within transcript
  • Copy to clipboard
  • Export transcript
  • Print option
For Active Calls:
  • Live updates
  • Auto-scroll
  • New message indicators
  • Real-time display

​
Call Logs

​
Log Entries

Types:
  • System events
  • Call flow events
  • Error messages
  • Debug information
  • Status changes
Format:
  • Timestamped entries
  • Event type
  • Event description
  • Additional details

​
Log Analysis

Use Cases:
  • Troubleshooting
  • Understanding call flow
  • Debugging issues
  • System monitoring

​
Call Outcomes

​
Outcome Information

Content:
  • Outcome summary
  • Structured results
  • Outcome parameters
  • Success indicators
  • Result data

​
Outcome Types

Varieties:
  • Success outcomes
  • Failure outcomes
  • Partial outcomes
  • Custom outcomes

​
Join Active Call

​
Join as Listener

Functionality:
  • Join active calls as listener
  • Real-time monitoring
  • No interruption to call
  • Listen-only mode
Access:
  • Available for IN_PROGRESS calls
  • “Join Call” button in drawer
  • Opens call interface
  • Listener mode activated
Use Cases:
  • Quality monitoring
  • Training purposes
  • Support assistance
  • Real-time oversight

​
Export Options

​
Export Conversation

Options:
  • Export transcript
  • Export as text
  • Export as PDF
  • Copy to clipboard

​
Export Logs

Options:
  • Export log entries
  • Export as text
  • Export as JSON
  • Copy logs

​
Drawer Navigation

​
Tab Navigation

Methods:
  • Click tab headers
  • Keyboard shortcuts
  • Tab order navigation
  • Direct tab access

​
Closing Drawer

Methods:
  • Click X button
  • Click outside drawer
  • Press Escape key
  • Navigate away

​
Best Practices

​
Reviewing Calls

Process:
  1. Start with Overview tab
  2. Review Conversation for details
  3. Check Logs for issues
  4. Review Outcomes for results

​
Troubleshooting

Steps:
  1. Check Overview for basic info
  2. Review Conversation for flow
  3. Examine Logs for errors
  4. Check Outcomes for results

​
Quality Assurance

Review:
  • Conversation quality
  • Agent performance
  • Outcome accuracy
  • Error patterns

​
Limitations

​
PENDING Calls

Restriction:
  • PENDING calls do not open drawer
  • No details available yet
  • Wait for call to start
  • Refresh to check status

​
Export Constraints

Limitations:
  • Export size limits
  • Format restrictions
  • Data availability
  • Performance considerations

​
Next Steps

Viewing Calls

Learn how to filter and search calls

Best Practices

Optimize call review and analysis

Introduction

Understand call history fundamentals