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Learn how call details are presented in analytics, and what information you can find there.
User Level: Admin, Analyst, Supervisor

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The Call Details Page

Each individual call has its own call details, which is made up of data metrics and information about the call. In Analytics, these data points can be displayed in a more visually engaging and accessible format on the Call Details page for a given call. You can gain insight to call data directly from a call’s Call Details page, and you can also customize PDF export files for download.
Some data types described in this article in relation to call details are only available if you have conversation intelligence enabled on your plan. These will be marked with “AI”.Conversation intelligence users can navigate to the top banner to Rate our AI for accuracy. Your feedback helps us offer you the best product possible.Don’t have conversation intelligence yet? You can request an upgrade directly from any Call Details page.

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Navigate to Call Details

Call details for a particular call can be found within Analytics > Call detail {particular call}. When looking at call logs, select the vertical dots next to an individual log entry and choose Call details.

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Data within Call Details

The data on a Call Details page ranges from basic call information to troubleshooting data and analytical insights. This data is separated into categories, which constitute page elements. When you choose to download a PDF, you can customize which of these categories you do or do not want included on a particular call report.

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Details

The details section covers the most basic level of information about the call. This includes:
  • Contact
  • (Contact Phone) Number
  • (Contact’s) Company
  • Agent
  • (User/Account Phone) Number
  • Group - the group that the assigned agent belongs to. Note that this may not always match the call route. For example, if an agent belongs to Group A but answered a call that came through Group B, the Group field will still display Group A.
  • Waiting time
  • Talking time
  • Wrap-up time - also known as After-call work time
  • Call ID - shown at the top of the page with a quick-copy option
For cold transferred calls, the Details section reflects the combined interaction of the call. If a call is cold transferred once, both involved agents are listed. Time-based metrics such as Waiting time, Talking time, and Wrap-up time represent the combined time across all call legs, providing a complete view of the transfer. This combined view applies only to the first cold transfer within a call. If a call includes additional cold transfers, only the first transfer is shown this way, while any subsequent transfers appear as separate call records.
VoiceAgent safe-transferred calls When a VoiceAgent transfers a call using the Transfer to Human skill, the transfer is performed as a safe transfer: the VoiceAgent keeps the caller connected while a second call leg is placed to the target agent or group, and the caller is handed over only once the target answers or the queue accepts the call. This creates a two-leg call structure:
  • VoiceAgent leg – the conversation between the caller and the VoiceAgent, from call start until the handoff (or until the end of the call, if no transfer took place).
  • Transfer leg – the call between the caller and the receiving agent or group after the handoff.
If a transfer attempt fails, the caller remains with the VoiceAgent and the interaction continues within the original VoiceAgent call record.

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Recording

The recording section includes the call recording, if one is available. Users with access to call recordings can select the download icon to download an MP3 format audio file of the call recording. If you have conversation intelligence, there is also a toggle where you can view visual timelines for analyzed Sentiment and Topic Extraction. Click different points in the timeline to jump to that part of the transcription, and refer to the colored lines and color key to track changing sentiment or topics. For cold transferred calls, the way recordings are displayed depends on the call direction: for inbound cold transferred calls, a single recording is created for the entire conversation, even if multiple agents were involved; for outbound cold transferred calls, recordings are split into multiple parts, with each part corresponding to a specific call leg handled by a different agent. This allows you to review each segment of the transferred call separately.

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Call Steps

Next to Recording, you can toggle to Call Steps. These steps show the pathway a call took while being routed or connected, and can be especially useful for diagnosing issues with an inbound call flow or a missed inbound call. Select Copy JSON to save this data in a file object format for troubleshooting purposes.
For cold transferred calls, the Call Steps view shows the transfer event and all related call legs. Each step displays the agent who handled that part of the call, along with timing details such as ringing time, talking time, and wrap-up time.
⚠️ Limitation: Call steps are not displayed for redirected calls.
Redirected calls are currently not shown in the Call Steps section in Analytics, and their call steps are also not available via the Analytics API.

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Transcription (AI)

Transcriptions will only exist if your company has call recording and conversation intelligence both enabled for the call being examined. The transcription seen here comes from the same model used for our conversation intelligence transcriptions. For cold transferred calls, transcriptions reflect the structure of the call recording. If a call includes multiple call legs, the transcription corresponds to those segments.

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Talk / Listen Ratio (AI)

If you are a conversation intelligence user, you can see the talk vs. listening percentage of the agent on the call. For cold transferred calls the Talk / Listen Ratio is displayed differently depending on the call direction and recording structure. For inbound cold transferred calls, a single recording is created for the entire conversation, even if multiple agents were involved. In this case, one Talk / Listen Ratio is shown, based on the full recording. For outbound cold transferred calls, each call leg has its own recording. As a result, the Talk / Listen Ratio is displayed separately for each recording part, reflecting the ratio for the corresponding call leg.

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Sentiment Analysis (AI)

If you are a conversation intelligence user, you can see the overall call sentiment. Sentiment analysis for cold transferred calls is calculated per Agent and available for each call leg separately

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Summary (AI)

If you are a conversation intelligence user, you can see the AI-generated call summary. Select the copy icon to copy the summary to the clipboard. The summary is generated in the language configured in your Conversation Intelligence settings: either the call’s own language (Auto detect) or a fixed language of your choice. Depending on your language setting and the call’s language, a translate option may appear next to the summary:
  • If your setting is Auto detect and the call was not in English, you can select Translate to English. For English calls, no translate option is shown.
  • If your setting is English, you can select Translate to original to view the summary in the call’s original language.
  • If your setting is a specific language other than English, you can select Translate to English.
For cold transferred calls, the AI-generated summary is available for each call leg separately.

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Tags

The tags section lists any call tags added to the call. For conversation intelligence users, AI-selected tags will also be included, marked with the wand icon.

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Notes

Here is where any call notes added by the agent will appear.
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