Why it matters
Call management helps you understand how an AI agent performs during live phone interactions. Reviewing call logs, transcripts, audio recordings, and extracted data ensures the agent behaves as intended and meets your workflow requirements. Although AI agents can also message people, this guide focuses on monitoring and improving call performance.
Key Concepts
Call log: A list of all calls completed by the agent, including timestamps, contacts, duration, and sentiment.
Call analysis: A detailed view containing the transcript, audio recording, and call metadata.
View data: Structured fields extracted from the call based on your parsing configuration.
Agent version used: Shows which version handled the call, helping you track changes across updates.
AI search on call: A tool that lets you ask questions about the call and instantly summarize or clarify what occurred.
Step-by-Step: Manage AI Agent Calls
Open your agent and select the Calls tab.
Browse the list of calls sorted by date, time, and contact information.
Click View call on any entry to open the detailed analysis.
Review the transcript to understand the flow of the conversation.
Play the call recording using the playback controls at the bottom.
Check the call’s summary and sentiment in the Call details section.
Open View data to see extracted fields defined in your Data parsing settings.
Use the AI search bar to ask questions about the call, such as summaries or agreements.
Clear the search chat to reset the analysis panel.
Return to the Calls tab to continue reviewing additional call records.
Tips and Best Practices
Use transcripts to verify that agent instructions and call-specific behaviors are being followed.
Compare recordings with the transcripts to assess transcription accuracy.
Check the agent version for each call to understand whether behavior changes align with recent edits.
If data extraction looks incorrect, revisit Data parsing configuration and refine examples.
Review calls regularly to identify issues early and improve instructions or call settings.
Use AI search to quickly understand long or complex calls.
Troubleshooting
Issue | Possible Cause | Fix |
Missing call transcript | Audio not processed or STT configuration issue | Review speech-to-text settings and denoising options |
Extracted data is inaccurate | Parsing instructions unclear or missing examples | Improve parsing field descriptions and add example formats |
Call recording does not play | Audio file not generated or corrupted | Retry the call preview and check behavior on subsequent calls |
Version shown does not match expectations | Agent was edited after the call occurred | Review version history to confirm when changes were made |