Call Logs

Call Logs and Post-Interaction Monitoring

Review and analyze the performance of your AI agents through the centralized Call Log. This interface provides a comprehensive historical record of every interaction, allowing you to audit call quality, review transcripts, and verify that the agent is adhering to your defined workflows and business objectives.

Automated Call Analysis

Every interaction undergoes a comprehensive AI-driven evaluation to provide immediate insights into call performance and user experience. This automated analysis identifies key performance indicators without the need for manual review.

Sentiment Analysis

The system automatically detects the caller's emotional state throughout the interaction. By analyzing vocal cues and language patterns, the AI determines whether the user’s sentiment is positive, neutral, or negative, allowing you to quickly identify dissatisfied customers or successful engagements.

Agent Accuracy

To ensure quality control, a secondary AI auditor evaluates how closely your agent adhered to its defined prompt and operational guidelines. The resulting accuracy score is a percentage estimate of the agent's performance, helping you identify areas where the instructions or logic paths may need refinement.

Interaction Outcomes

The AI identifies the primary purpose of the call and provides a clear "Follow-up" indicator. This status alerts you immediately if a caller requires further manual intervention or if their inquiry was successfully resolved during the initial contact.

Session Details

Every log entry includes essential session attributes such as the unique Call ID, date and time, call duration, and final call status. Comprehensive caller information is also displayed to provide immediate context for each recorded interaction.

Playback and Transcripts

A complete audio recording and a full text transcript are available for every call within the log. These tools allow you to review the dialogue in its entirety, ensuring you can audit the agent's performance and verify the accuracy of the conversation at a granular level.

Tool Telemetry and Captured Data

Monitor the execution of your integrated tools and API calls through the dedicated tool log. This section also serves as the primary interface for viewing the data points captured by your custom Analysis Group, providing a centralized record of both the information collected and the external system actions triggered during the call.

Call Categorization and Tagging

Implement tags to systematically organize and filter your call logs based on specific themes or outcomes. This categorization allows for streamlined auditing and faster identification of trends within your interaction history.

Creating and Naming Tags

You can manage and create your tags directly within the Agent Creation tab. Define each category by creating a unique tag name, ensuring you follow a strict naming syntax that prohibits spaces between words; for example, use underscores to separate terms, such as billing_issue or technical_support. Once you have created the necessary tags to cover your operational needs, you will define the logic for their application.

Categorization Logic

Provide a concise description for each tag to instruct the AI agent on its proper usage. A few lines detailing the specific criteria or keywords associated with each category are sufficient for the agent to accurately assign the appropriate tag at the conclusion of every call.

Data Flow & Analysis

The information captured during your interactions moves seamlessly through a defined process:

You can maximize the utility of this data by customizing your Analysis Group to align with your specific reporting needs. By tailoring these data points, you ensure that the resulting CSV export provides exactly the information required for deep-dive analysis. Learn how to create analysis group