Call Logs - TalkifAI

Overview

The Call Logs page provides a comprehensive view of all voice sessions, including transcripts, recordings, and detailed session analytics. Navigate to Studio → Call Logs to access your call history.

Call Logs vs Analytics: Call Logs shows detailed session-by-session data with transcripts and recordings. For high-level usage metrics and quotas, go to Analytics.

Call Logs Dashboard

Summary Cards

At the top of the Call Logs page, you’ll see four key metrics:

Card	Description	Formula
Total Calls	Total number of voice sessions	Count of all sessions
Successful Calls	Calls that completed normally	Sessions with `endTime` recorded
Success Rate	Percentage of successful calls	`(Successful / Total) × 100`
Avg Duration	Average call length	`Total Duration / Total Calls`
Active Agents	Unique agents that handled calls	Count of distinct agent IDs

Session List

The main table displays all voice sessions with the following information:

Column	Description
Session ID	Unique identifier (click to view details)
Agent	Which agent handled the call
Direction	Inbound 📞 or Outbound 📳
Phone Number	Caller or destination number
Duration	Call length in seconds
Start Time	When the call began
End Time	When the call ended
Status	Completed, Failed, No Answer, Abandoned

Session Detail Panel

Click on any session to open the detail panel, which shows: Call Information:

Full session metadata
Caller/callee details
Call flow timeline
Transfer history (if any)

Transcript:

Full conversation transcript with speaker labels
Timestamp for each utterance
Search within transcript

Recording:

Audio player to listen to the call
Download recording button
Recording metadata (format, size, quality)

Post-Call Analysis:

QA form results (if configured)
Agent performance scores
Notes and tags

Filtering Call Logs

Narrow down your call logs using these filters:

Date Range Filter

Select a start and end date to view calls within a specific period. Presets:

Last 7 days
Last 30 days
This month
Last month
Custom range

Agent Filter

Filter calls by specific agent:

Select an agent from the dropdown
See only calls handled by that agent
Useful for agent performance reviews

Direction Filter

Filter by call direction:

All — Both inbound and outbound
Inbound — Incoming calls only
Outbound — Outgoing calls only

Status Filter

Filter by call outcome:

All — All statuses
Completed — Successful calls
Failed — Calls that failed to connect
No Answer — Unanswered calls
Abandoned — Calls dropped before completion

Duration Filter

Filter by call length:

All durations
Short (< 1 minute)
Medium (1-5 minutes)
Long (> 5 minutes)
Custom range

Search

Search across:

Session ID
Phone numbers
Agent names
Transcript content (full-text search)

Transcripts

All calls are automatically transcribed when transcription is enabled on the agent.

Accessing Transcripts

Go to Call Logs
Click on a session to open the detail panel
Scroll to the Transcript section

Transcript Format

Transcripts include:

[00:00] Agent: Hello! How can I help you today?
[00:03] User: I need help with my billing.
[00:05] Agent: Of course. Can you give me your account number?
[00:08] User: It's ACCT-123456.

Features:

Speaker labels (Agent / User)
Timestamps for each utterance
Searchable text
Copy to clipboard

Transcript Accuracy

Transcription accuracy depends on:

Audio quality
Speaker clarity
Background noise
Language and accent

For better transcription accuracy, ensure your agent uses a high-quality STT provider like Deepgram or Gemini.

Recordings

Call recordings are stored in Google Cloud Storage and accessible from the call detail panel.

Legal Compliance: Before enabling recordings, ensure compliance with local recording consent laws (e.g., two-party consent states in the US, GDPR in Europe). Consult your legal team.

Enabling Recordings

Go to Agent Settings → Recording
Toggle Enable Recording to ON
Configure retention policy
Save changes

Accessing Recordings

Go to Call Logs
Click on a session
In the detail panel, find the Recording section
Click Play to listen or Download to save

Recording Player

The built-in player supports:

▶️ Play / Pause
⏩ Skip forward/backward
🔊 Volume control
📥 Download button
🔄 Playback speed (0.5x - 2x)

Recording Retention

By default, recordings are retained for:

Free tier: 7 days
Developer tier: 30 days
Enterprise: Custom retention

Contact support to extend retention periods.

Post-Call Analysis

Configure custom QA forms to automatically analyze calls after they end.

Setting Up Forms

Go to Agent Settings → Post-Call Analysis
Click Add Question
Configure each question:
- Question text
- Type: Text, Yes/No, Rating (1-5), Multiple choice
- Required or optional

Example form:

Was the customer's issue resolved? (Yes/No) ✅ Required
Customer sentiment: (Positive / Neutral / Negative) ✅ Required
Follow-up required? (Yes/No)
Notes: (Text)

Viewing Results

Results are available per-call:

Go to Call Logs
Click on a session
Scroll to Post-Call Analysis section
View completed form responses

Analysis Types

Automated Analysis:

Sentiment analysis
Keyword detection
Compliance checks
Talk time ratio

Manual Review:

Supervisor QA forms
Quality scoring
Coaching notes

Pagination

Call logs are paginated for performance:

Setting	Options
Items per page	10, 25, 50, 100
Navigation	Previous / Next buttons
Page numbers	Jump to specific page

Default: 10 sessions per page

Export Call Logs

Click Export Logs to download your call data as a CSV file. Export includes:

Session ID
Agent name
Direction
Phone number
Start time
End time
Duration
Status
Recording URL (if available)

Transcripts are not included in the CSV export. Download individual transcripts from the session detail panel, or use the API for bulk transcript export.Export Availability: Export functionality may be limited to certain subscription tiers. Contact support if you don’t see the export button.

Real-Time Updates

Call logs automatically refresh every 30 seconds to show new sessions. Auto-refresh behavior:

✅ New sessions appear automatically
✅ Session status updates in real-time
✅ Transcripts appear as they’re generated
⏸️ Refresh pauses when you’re viewing a detail panel

Manual refresh: Click the refresh button or press F5 to force-refresh the data.

Session Statuses

Understanding call statuses:

Status	Description	Common Causes
Completed	Call ended normally	User hung up, agent completed task
Failed	Call failed to connect	Invalid number, carrier rejection
No Answer	Call wasn’t answered	User didn’t pick up, voicemail
Abandoned	Call dropped mid-session	Network issue, browser closed
Timeout	Call exceeded time limit	Inactivity timeout reached

Troubleshooting

Transcript not available

Possible causes:

Transcription was disabled on the agent
Call was too short (< 3 seconds)
Transcription service was temporarily unavailable
Audio quality was too poor for transcription

Fix: Check agent settings and verify transcription is enabled.

Recording not playing

Check:

Is the recording still within retention period?
Is your browser supported? (Chrome, Firefox, Edge)
Is the recording file corrupted?

Fix: Try downloading the recording and playing it locally.

Session shows 'Failed' status

Common causes:

Invalid phone number format
Insufficient credits/quota
Carrier rejected the call
Network connectivity issues

Fix: Check the error message in the session detail panel for specifics.

Can't find a specific call

Try:

Expand your date range
Clear all filters
Search by session ID or phone number
Check if the call was in a different organization

Note: Calls are retained for 90 days in the UI. Older calls require API access.

API Access

For programmatic access to call logs:

List Call Logs

GET /api/call-logs/user
Authorization: Bearer YOUR_API_KEY
Query Parameters:
  - startDate: ISO 8601 date (optional)
  - endDate: ISO 8601 date (optional)
  - agentId: string (optional)
  - page: number (optional)
  - limit: number (optional)

Get Session Details

GET /api/call-logs/{sessionId}
Authorization: Bearer YOUR_API_KEY

Get Transcript

GET /api/transcripts/{sessionId}
Authorization: Bearer YOUR_API_KEY

Get Recording

GET /api/recordings/{sessionId}
Authorization: Bearer YOUR_API_KEY

Export Call Logs

POST /api/call-logs/export
Authorization: Bearer YOUR_API_KEY
Content-Type: application/json

{
  "startDate": "2024-01-01",
  "endDate": "2024-01-31",
  "agentId": "agent_abc123",
  "format": "csv"
}

Best Practices

Regular Quality Reviews

Review a sample of calls weekly to ensure agent quality and identify training opportunities.

Monitor Failed Calls

Check failed calls regularly to identify technical issues or user experience problems.

Use Filters Effectively

Filter by agent, date, or status to quickly find the calls you need for analysis.

Export for Analysis

Export call logs monthly for trend analysis and reporting to stakeholders.

Compliance First

Ensure recording consent is obtained and retention policies comply with regulations.

Tag Important Calls

Use post-call analysis to tag calls for training, compliance, or escalation review.

Analytics — High-level usage metrics and quotas
Post-Call Analysis — Configure QA forms
Recording Compliance — Legal requirements for call recording
API Reference — Full call logs API documentation

Getting Started

Building Agents

Voice & Audio

Telephony

Intelligence & Memory

Analytics & Insights

Organization & Settings

Guides

​Overview

​Call Logs Dashboard

​Summary Cards

​Session List

​Session Detail Panel

​Filtering Call Logs

​Date Range Filter

​Agent Filter

​Direction Filter

​Status Filter

​Duration Filter

​Search

​Transcripts

​Accessing Transcripts

​Transcript Format

​Transcript Accuracy

​Recordings

​Enabling Recordings

​Accessing Recordings

​Recording Player

​Recording Retention

​Post-Call Analysis

​Setting Up Forms

​Viewing Results

​Analysis Types

​Pagination

​Export Call Logs

​Real-Time Updates

​Session Statuses

​Troubleshooting

​API Access

​List Call Logs

​Get Session Details

​Get Transcript

​Get Recording

​Export Call Logs

​Best Practices

Regular Quality Reviews

Monitor Failed Calls

Use Filters Effectively

Export for Analysis

Compliance First

Tag Important Calls

​Related Documentation

Overview

Call Logs Dashboard

Summary Cards

Session List

Session Detail Panel

Filtering Call Logs

Date Range Filter

Agent Filter

Direction Filter

Status Filter

Duration Filter

Search

Transcripts

Accessing Transcripts

Transcript Format

Transcript Accuracy

Recordings

Enabling Recordings

Accessing Recordings

Recording Player

Recording Retention

Post-Call Analysis

Setting Up Forms

Viewing Results

Analysis Types

Pagination

Export Call Logs

Real-Time Updates

Session Statuses

Troubleshooting

API Access

List Call Logs

Get Session Details

Get Transcript

Get Recording

Export Call Logs

Best Practices

Related Documentation