Calls

A call is a phone call recording that Evalua receives from our phone system. Calls are the core data that gets transcribed and evaluated.

How Calls Enter Evalua

1. Your existing phone system records the call
2. After the call ends, the recording is automatically sent to Evalua
3. Evalua transcribes the audio to text, labeling each speaker (agent and customer)
4. The transcription is available within 2-5 minutes of the call ending

No manual uploading is required — the process is automatic.

Call Properties

Each call has:

• Extension — the phone extension that handled the call, used to link it to an agent or provisioned agent
• Direction — Inbound, Outbound, or Internal
• Duration — length of the call (calls shorter than the workspace minimum are ignored)
• Timestamp — when the call occurred
• Transcription — full text of the conversation with speaker labels

Who Can See What

• Supervisors see all calls in the workspace with full transcriptions
• Agents see only their own calls with summaries (not full transcriptions)
• Provisioned Agents have no login access — their calls are reviewed by supervisors

Call Lifecycle

Once a call is transcribed, it is automatically evaluated against your quality criteria (if auto-evaluation is enabled). The call then appears in the History page with its evaluation status.

Supervisors delete a call permanently (useful for test calls or duplicates).