Call Center

The Call Center is your command hub for all phone activity. Review calls, read transcripts, and ensure your AI agent is performing well.

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Call Center Dashboard

Access the Call Center at AI Agents > Call Center.

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Dashboard Overview

Your dashboard shows:

• Today’s Calls - Number of calls handled today
• Appointments Booked - Meetings scheduled from calls
• Average Duration - Typical call length
• Active Calls - Any calls happening right now

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Recent Calls

See a list of recent calls with:

• Caller name (if known) or phone number
• Date and time
• Duration
• Outcome (appointment, message, transfer, etc.)
• Quick actions

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Reviewing Calls

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Call Details

Click any call to see:

• Recording - Listen to the full conversation
• Transcript - Read what was said
• Summary - AI-generated call summary
• Extracted Data - Information collected from the caller
• Contact Link - Associated CRM contact

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Listening to Recordings

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Reading Transcripts

Transcripts show:

• Who spoke (agent or caller)
• What was said
• Timestamps for each part
• Highlighted key information

Search within transcripts to find specific topics mentioned.

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Managing Calls

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Call Outcomes

Each call can have an outcome:

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Editing Call Data

If the AI extracted information incorrectly:

1. Open the call details
2. Click Edit next to any field
3. Correct the information
4. Save changes

Updates sync to the associated contact record.

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Flagging Calls

Flag calls that need attention:

• Review needed - Something seems off, needs human check
• Great example - Use for training or reference
• Follow-up required - Needs personal outreach

Click the flag icon on any call to add a flag.

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Live Monitoring

When calls are happening in real-time:

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Active Calls Panel

See ongoing calls with:

• Caller information
• Current duration
• Real-time transcript (if enabled)
• Join/Listen option

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Joining a Call

If you need to take over a call:

1. Click Join on the active call
2. You’ll be connected to the call
3. The AI agent will hand off to you smoothly

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Listen-Only Mode

Monitor a call without joining:

1. Click Listen on the active call
2. You can hear but not speak
3. Useful for quality assurance

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Call Queues

During high-volume periods, calls may queue:

• Queue position - Where each caller is in line
• Wait time - How long they’ve been waiting
• Priority - VIP contacts get priority placement

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Managing the Queue

If the queue is long:

• Join a call to help reduce wait
• Adjust agent settings to handle more calls
• Enable overflow to voicemail

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Reports and Analytics

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Call Reports

Generate reports on:

• Call volume - Calls over time
• Peak hours - When calls come in most
• Duration trends - Call length over time
• Outcomes - What happens on calls

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Agent Performance

Track how well your AI agent performs:

• Successful qualification rate
• Appointment booking rate
• Caller satisfaction scores
• Transfer rate

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Export Data

Download call data:

1. Go to Call Center > Reports
2. Select the date range
3. Choose data to include
4. Click Export CSV

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Settings

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Notification Preferences

Control when you’re notified about calls:

• New call alerts - Get notified when calls start
• Transfer requests - Urgent notification when agent needs you
• Daily summary - Recap of the day’s calls

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Recording Settings

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Access Control

If you have a team:

• Control who can listen to recordings
• Set who can edit call data
• Manage who can change settings

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Best Practices