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Call history

Call review

Call History is where you verify what happened after the call ends. Review the summary, caller details, timing, sentiment, and whether the handoff is usable.

Use it to compare the stored result with what the caller actually said.

Use Call History to review what happened after a call ends. This is the operational record for completed or recent calls, including the generated summary, sentiment, timing, and billing-related metadata.

For the callback assistant, this is where you confirm whether the final result matches what the caller actually said and whether the handoff was complete.

Where to find it

The tenant menu exposes this area as Call History.

Use it when:

  • a test call finished and you want to review the outcome
  • a human teammate says the callback handoff looked wrong
  • you want to verify the generated summary
  • you need to inspect duration, caller direction, or sentiment

What the overview shows

The overview page gives you a quick operational view across calls.

Expect to see:

  • call date and time
  • duration
  • billed minutes
  • caller and destination numbers
  • conference or test-call indicators
  • summary access for individual calls

Date filters help you narrow the view when you are reviewing recent tests or live traffic.

Why this page matters for the callback assistant

The callback assistant is only useful if the final output is complete and accurate. After a test call, open Call History and check whether the summary contains:

  • caller name
  • company name
  • reason for the call
  • callback number
  • urgency or important notes, if mentioned

If the call sounded correct in real time but the summary is incomplete here, the issue is usually in post-processing, not in live routing.

Open the Call Summary

Each call can open a Call Summary view.

That view gives you:

  • generated notes
  • the source and destination numbers
  • whether the call was a conference
  • whether the call was marked as a test call
  • whether PII was removed
  • started and ended times
  • billed duration
  • the final summary text
  • sentiment

This is the best place to validate the output your team will actually work from.

What to review after a callback test call

Use this checklist:

  1. the summary reflects the real conversation
  2. the callback number is correct
  3. the company name is correct
  4. the reason for the call is complete enough for a human follow-up
  5. the sentiment does not suggest frustration caused by interruptions or repetition

If any of these are wrong, work backward:

Sentiment and quality signals

The handbook is right to treat the post-call view as a quality control surface.

Repeated negative or frustrated sentiment can point to:

  • interruption timing problems
  • repetitive assistant behavior
  • weak greeting or handoff wording
  • tools firing too early

Do not treat sentiment as perfect truth, but do treat it as a useful signal that something in the conversation flow needs attention.

PII and operational actions

Depending on your permissions, the call record may also indicate:

  • whether personally identifiable information was removed
  • whether the call was excluded from billing
  • whether the call was a conference

Those are operational controls, not just analytics. If a team is reviewing examples or training internally, make sure they understand whether they are looking at a redacted call or a live production example.

For the callback assistant, use this order:

  1. place a test call
  2. verify live behavior in the moment if needed
  3. open Call History
  4. review the Call Summary
  5. compare the summary against the actual callback details you gave
  6. fix either the live prompt flow or the post-processing rules, not both at once

Common issues

The summary is too vague

Review the Post Processing summary prompt. The live call may have been fine, but the stored output may not be structured clearly enough.

The summary is missing the callback number

First confirm whether the assistant actually collected it during the live call. If yes, inspect post-processing. If no, inspect the assistant prompt and live debug flow.

The summary contains the wrong company or caller name

That usually starts earlier in the stack with speech recognition or phrase list configuration. Use Voice Debug Monitor to inspect the transcription path.

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