> ## Documentation Index
> Fetch the complete documentation index at: https://docs.stchat.app/llms.txt
> Use this file to discover all available pages before exploring further.

# Call history and quality

> See all calls, listen to recordings, review quality and understand the connection report.

## 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.

## 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.

## Where to click

**Call Center › History** and **Call Center › Reports**.

## Step by step

### 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.

### 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**.

### 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.

## 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.

## 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."**

## Next step

* [Making and receiving calls](https://docs.stchat.app/en/subcontas/fazer-e-receber-ligacoes.md)
* [Voice numbers](https://docs.stchat.app/en/subcontas/numeros-de-voz.md)
* [List dialer and voice campaigns](https://docs.stchat.app/en/subcontas/discador-e-campanhas.md)


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