Calls
Every call and web conversation your agents handle — listen in live, review what happened, and work through the calls that need a person.
Calls is the full record of what your agents have done. It combines live supervision and call history in one place: listen to a call as it happens, then come back later to read the summary, play the recording and decide what to do next. Open it from Engage → Calls.
The three tabs
| Tab | What you see |
|---|---|
| All calls | Every call and web conversation in the time period you pick, newest first. |
| Live now | Calls in progress right now. Choose one to listen in. When nothing is happening the tab says No calls in progress. |
| Needs review | High-risk calls and calls where the caller sounded upset. They stay here until someone marks them as reviewed. |
Find a call
Use the controls above the list:
- Search calls — by phone number, agent name or words in the summary.
- Time period — narrow the list to a recent window or a date range.
- Filter by agent — one agent, or all of them.
- Filter by channel — phone calls or web conversations.
- Filter by risk — focus on calls flagged as higher risk.
Calls from a web visitor show as Web visitor. A phone caller who withheld their number shows as Unknown number.
Read a call
Select a call to open Call details beside the list. Depending on what happened, you will see:
- Summary — a short, plain-language account of the call. A call that is still running shows A summary appears when the call ends.
- How it ended — for example Caller hung up, Agent ended the call, Passed to a person, Went to voicemail, No answer, Line was busy or Reached the time limit.
- Sentiment — a score for how the caller felt, with a flag when the caller sounded upset.
- Call recording — play it back in the page, when recording is on for the agent.
- Transcript — the full conversation, line by line.
- Caller ID and the agent that handled the call.
Some details are deliberately hidden for agents that take payments. See Security for how payment information is protected.
Work the Needs review queue
- Open Needs review and select the oldest call.
- Read the summary and listen to the recording if you need more context.
- Take any follow-up action yourself — call the customer back, for example.
- Choose Mark as reviewed. The call leaves the queue. If you marked it by mistake, open it from All calls and move it back to Needs review.
Stop a number being called again
On a call's detail panel choose Add to Do Not Call to put that number on your list. Agents will not call it again. See Compliance to manage the whole list.
Listen in live
On Live now, select a call to hear it as it happens. Listening is one-way — the caller and your agent cannot hear you. To step into a call yourself, use Live call monitoring and Call transfer.
Export
Use Export to download the calls matching your current filters as a file you can open in a spreadsheet.
Next steps
- Inbox — a conversation-by-conversation view with customer history.
- Analytics — totals and trends across all calls.
- Live call monitoring — supervise a call in progress.