AI Agent Call History

📖 Introduction

AI Agent Call History shows all calls handled by AI Agents including transcripts, talk time, and performance metrics.

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🎯 Data Available

Data	Description
Date/Time	When call occurred
AI Agent	Which agent handled call
Caller	Caller phone number
Duration	Total call time
Turns	Conversation exchanges
Barge-ins	Interruptions
Transcript	Full conversation text
Outcome	Transfer, Resolved, Hung up

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🖥️ Accessing the Module

Navigation: Reports → AI Agent Call History

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📝 Call History View

Column	Description
Date	Call timestamp
Agent	AI Agent name
Caller	Phone number
Duration	Call length
Turns	Conversation exchanges
Outcome	How call ended
Actions	View transcript

Viewing a Transcript

Click a call to view the full conversation:

Plaintext

AI: Hello! Thank you for calling Acme Corp. How can I help you?
Caller: Hi, I'd like to know your business hours.
AI: Our office hours are Monday through Friday, 9 AM to 5 PM Eastern.
Caller: Thanks! Can I speak to sales?
AI: Of course! Let me transfer you to our sales team.
[Call transferred to extension 1001]

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🚀 Practical Example

Review AI Performance

Filter by last 7 days
Sort by Duration (longest first)
Review long calls for improvement opportunities
Check transcripts for misunderstandings

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💡 Tips

TIP

Review regularly: Identify common questions to improve prompts.

TIP

Check outcomes: High transfer rate may indicate knowledge gaps.

TIP

Use for training: Learn from successful conversations.

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AI Agents — Configure AI assistants
CDR — All call records

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