---
id: calls
title: Calls
slug: /calls
description: Every call and web conversation your agents handle — listen in live, review what happened, and work through the calls that need a person.
keywords:
  - call history
  - live calls
  - needs review
  - recordings
  - transcripts
---

**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.

:::note
Some details are deliberately hidden for agents that take payments. See
[Security](./security.md) for how payment information is protected.
:::

## Work the Needs review queue

1. Open **Needs review** and select the oldest call.
2. Read the summary and listen to the recording if you need more context.
3. Take any follow-up action yourself — call the customer back, for example.
4. 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](./compliance.md) 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](./live-monitoring.md) and [Call transfer](./call-transfer.md).

## Export

Use **Export** to download the calls matching your current filters as a file you
can open in a spreadsheet.

## Next steps

- [Inbox](./inbox.md) — a conversation-by-conversation view with customer history.
- [Analytics](./insights.md) — totals and trends across all calls.
- [Live call monitoring](./live-monitoring.md) — supervise a call in progress.