History

The History page lists all evaluated calls. Both Agents and Supervisors can access it with different levels of detail.

What You See

Supervisors: Date/time, agent name, extension, direction, status (Pass/Review/Fail), and action buttons.

Agents: Date/time, your name, direction, and summary (when available). No extension numbers or status columns.

Viewing Call Details

Click any call row to open details showing:

• Full transcription (Supervisors only)
• Analysis with pass/fail for each criterion
• Call summary

Agents can only open calls with completed summaries.

Search and Filter

• Search by call title to find specific records
• Date Range — select a start and end date to narrow results to a specific time period
• Extensions — filter by one or more extensions to see calls from specific team members
• Status — filter by Pass, Review, or Fail to focus on calls that need attention
• Sort by clicking column headers
• Pagination at the bottom of the list

Filters can be combined — for example, filter by a date range and a specific extension to review one agent's calls over a particular week.

Supervisor Actions

Evaluate

Calls that are unevaluated or have failed can be evaluated by selecting them and clicking Evaluate. Wait 2-5 minutes for results.

Delete

Select call(s) with checkboxes and click Delete. Permanent and cannot be undone. Use for test calls, duplicates, or mistakes.

Real-Time Updates

New evaluations appear automatically without refreshing.