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.

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.

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.

The details section covers the most basic level of information about the call. This includes:

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.

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.

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.

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.

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.

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

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. For cold transferred calls, the AI-generated summary is available for each call leg separately.

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.

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

If you need any further assistance please do not hesitate to reach out to our Support team, we are always happy to help!