History

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

What You See

Supervisors and admins: Date/time, agent name, extension, direction, status, and action buttons.

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

Status Values You'll See

The status column and filter dropdown include:

Passed / Failed — AI verdicts
To Review — AI was uncertain; needs supervisor decision
Review Pass / Review Fail — supervisor's verdict on a previously "To Review" call
Unevaluated — not evaluated yet
Missing Recording — audio couldn't be retrieved
No Knowledge — no knowledge documents configured for the workspace
Limit Exceeded — company is over its transcription quota

See Evaluations for what each status means.

Viewing Call Details

Click any call row to open details showing:

Full transcription (Supervisors and admins only)
Analysis with pass/fail for each Feedback criterion, and extracted Overview data
Call summary

Agents can only open calls with completed summaries.

Search and Filter

Search by call title to find specific records
Date Range — narrow results to a specific time period
Extensions — filter by one or more extensions to see calls from specific team users
Status — filter by any status 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 To Review status and a date range to clear the supervisor review queue for the week.

Open a call in To Review status and mark it Review Pass or Review Fail based on the transcription. This is the human-in-the-loop step for calls the AI couldn't decide. See Reviewing Call Results.

Re-Evaluate

Re-run evaluation on a call — useful after updating knowledge documents or Context Documents. Select calls and click 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.