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What it is for

To see what happened in each call, listen to the recording, review the quality of the service, and know how many calls are answered and at what time.

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Who can do it

Everyone sees the History and the Reports. The quality review and the review queue are for Owner, Admin and Supervisor. In the report, an Operator sees only their own row. It shows up if the agency enabled the Voice module for the organization.

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Where to click

Call Center › History and Call Center › Reports.

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Step by step

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See the history

1

Choose the period

Under Period, use Today, 7 days or 30 days.
2

Filter

Choose the number (All numbers) and the type: All, Answered, Made, Missed, With recording, Analyzed, No record or To review. To find someone, use Search contact or phone.
3

Open a call

The panel has the Summary, Transcript and Review tabs, plus the Call recording and the Timeline. Use Open conversation to go to the chat.

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Review the quality

1

Change the mode

At the top of the History, switch All calls to Quality review. Only answered calls with a ready recording are included.
2

Choose the call

Use the filters To review, Drafts, Completed and Analyzed by Voicer AI. Click Review.
3

Give the score

Rate each criterion as Fulfilled or Review: Greeting and identification, Understood the need, Confirmed the details and Agreed the next step. Voicer AI only suggests; you decide.
4

Finish

Click Finish review. You can go back with Reopen review.

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Connection report

In Reports, Call connection shows, for the calls made:
  1. Connection rate: how many were answered.
  2. Did redial work?: on which attempt they answered.
  3. Best time: the map by hour, on weekdays and weekends. A band with few calls turns gray.
  4. By agent.
  5. Unanswered, no follow-up: who did not answer and did not get a message or a call afterward. The Create campaign with these button takes those contacts to a dialing run.
The report shows one period at a time; the screen warns you when the chosen period is too large.

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What happens next

The completed review keeps the name of who reviewed it and the date. Recordings follow the retention period set in Recording and access; after it, the audio and the transcript are deleted, but the call record stays.

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Common errors

  • “The recording is still being processed.” Wait a few minutes.
  • “This call was not recorded.” The recording notice did not reach the customer, so the call went ahead without a recording.
  • “The recording was deleted by the retention policy.”
  • “Your role can view the record, but not listen to or download the recording.” Use Request access; the request goes to the Owner and the Admins.
  • “Score every criterion to finish.”

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Next step