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Call Features

Introduction to Calls

The Calls page in AgentVoice allows you to view, monitor, and analyze all the calls your AI agents have handled. This centralized call log helps you track agent performance, review conversations, and ensure quality interactions with your contacts.

Making a Test Call

Before exploring the Calls interface, you may want to make a test call to have some data to work with:

1. Navigate to the Agents tab

2. Select the agent you want to test

3. Click the Start Test button to initiate a browser-based test call

4. Have a conversation with your agent to generate call data

5. End the call by asking the agent to hang up or by closing the test window

Accessing the Calls Page

To access your call logs:

1. Click on the Calls tab in the main navigation menu

2. This will display a list of all calls handled by your agents

Calls Interface Overview

The Calls page displays a comprehensive list of all calls with the following information:

Call List Columns

  • Status: Shows how the call ended (e.g., “Agent has ended the call”)
  • Status Indicator: A colored indicator (green for successful calls, other colors for different outcomes)
  • From Number: The phone number that initiated the call
    • For inbound calls: The customer’s phone number
    • For outbound calls: Your agent’s phone number
    • For web calls: This may not show a phone number
  • To Number: The receiving phone number
    • For inbound calls: Your agent’s phone number
    • For outbound calls: The customer’s phone number
  • Type: The type of call
    • Web: Browser-based test calls
    • Inbound: Calls received by your agent
    • Outbound: Calls made by your agent
  • Duration: How long the call lasted

Viewing Call Details

To see detailed information about a specific call:

1. Click anywhere on the call’s row in the list, or

2. Click the information icon (i) on the right side of the row

Call Detail Information

The call details view provides more comprehensive information about the call:

  • Date and Time: The exact date and time when the call took place
  • Call Participants: Complete information about who was on the call
  • Call Recording: An audio recording of the entire conversation
  • Call Transcript: A text transcript of everything said during the call

Listening to Call Recordings

To listen to a call recording:

1. Open the call details view

2. Click the play button on the audio player

3. You can follow along with the transcript as the audio plays

Customizing the End Call Message

By default, your agent will say “Goodbye” when ending a call, but you can customize this message:

1. Go to the Agents tab

2. Select the agent you want to modify

3. Click on Tools in the agent profile

4. Find and click on End Call

5. Update the message in the description field

6. Click Save to apply your changes

Using Call Logs for Quality Assurance

The Calls page is a valuable tool for monitoring and improving your agent’s performance:

  • Regularly review call recordings and transcripts to ensure your agent is handling interactions appropriately
  • Identify common questions or issues that may require updates to your agent’s configuration
  • Track call durations to understand how efficiently your agent is resolving inquiries
  • Verify that your agent is properly following scripts and using the correct end call message

For questions or assistance with the Calls feature, contact support@agentvoice.com.

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