Why it matters
The All Calls view in Whippy provides a complete record of all voice activity across your organization. Using filters helps you quickly locate calls by type, user, or status, allowing you to monitor performance, follow up on missed calls, and review AI Agent interactions efficiently.
Key Concepts
All Calls Tab: A section within the Omnichannel Inbox that displays every call logged across your organization.
Filters: Tools that let you refine call logs by type, user, or handling method.
Users: Team members who make or receive calls in Whippy.
Agents: AI-powered agents that can initiate or handle calls automatically.
Step-by-Step: Use Filters in the All Calls Tab
Open the Omnichannel Inbox.
Click this link to access your Inbox directly.
In the side sub-navigation bar, select All Calls.
This opens the full log of all calls within your organization.
Choose a filter from the available options to refine your view:
All Calls: Displays every call made or received within your organization, across all channels.
My Calls: Shows only the calls you personally made or received.
User Calls: Allows you to select and filter by a specific user to view their call history.
Agent Calls: Displays calls that were made or received by AI Agents.
Missed Calls: Shows all calls that were not answered.
Voicemail: Lists all recorded voicemails associated with missed or inbound calls.
Parked Calls: Displays calls that were placed on hold or paused for follow-up.
Click any individual call entry to open its details or review the conversation associated with it.
Tips and Best Practices
Use User Calls to monitor team performance and call volume.
Review Missed Calls and Voicemails daily to ensure timely follow-ups.
Use Agent Calls to track and evaluate AI Agent activity and performance.
Check Parked Calls periodically to make sure all pending calls are addressed.
Use All Calls for a complete organizational view during audits or reporting.
Troubleshooting
Issue | Possible Cause | Fix |
Calls missing from list | Wrong filter selected | Switch back to All Calls to view the complete log. |
User not appearing in User Calls filter | Limited permissions or inactive account | Verify user access settings in Admin or refresh the user list. |
Voicemail playback not working | Browser or audio permissions | Enable audio in browser settings and refresh the page. |