Open call records
Go to Phone Agent > Calls to review calls handled by Phone Agent.
Call records can include the caller number, agent, status, duration, transcript, recording, summary, urgency, mood, follow-up status, and tool usage where available.
Review a call
Open Phone Agent > Calls.
Select the call you want to inspect.
Review the transcript, summary, recording, and action required fields.
Check whether the call was transferred, flagged as urgent, or marked for follow-up.
If a transcript or analysis is still processing
Some calls may take time to analyse after completion. Refresh the call record after a short wait. If a call remains stuck, contact support with the agent name, caller number, and call time.
Submit feedback on a call
Use the feedback controls in the call details view to mark whether the agent handled the call well or poorly. Include a short explanation when the issue is specific, such as incorrect availability, wrong transfer target, missing follow-up details, or poor pronunciation.
Delete call records
You can delete selected call records from the calls table where your permissions allow it. Deleting call records is permanent and can remove the call record, transcript, recording, and associated notes from Motics.
If a recording is missing
Check the call completed successfully.
Check whether the call is still being processed.
Check whether recordings are enabled for your setup.
Check the call was answered by Phone Agent rather than by your external phone system or voicemail.
What to send support
For call record issues, send the agent name, caller number, call date and time, what is missing or incorrect, and whether the call appears in Phone Agent > Calls.