> ## Documentation Index
> Fetch the complete documentation index at: https://docs.talkifai.dev/llms.txt
> Use this file to discover all available pages before exploring further.

# Call Logs

> View detailed call history, access transcripts, listen to recordings, and analyze individual session performance.

## 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.

<Note>
  **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](/platform/analytics).
</Note>

***

## 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

1. Go to **Call Logs**
2. Click on a session to open the detail panel
3. 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

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

***

## Recordings

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

<Warning>
  **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.
</Warning>

### Enabling Recordings

1. Go to **Agent Settings → Recording**
2. Toggle **Enable Recording** to ON
3. Configure retention policy
4. Save changes

### Accessing Recordings

1. Go to **Call Logs**
2. Click on a session
3. In the detail panel, find the **Recording** section
4. 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

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

**Example form:**

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

### Viewing Results

Results are available per-call:

1. Go to **Call Logs**
2. Click on a session
3. Scroll to **Post-Call Analysis** section
4. 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)

<Note>
  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.
</Note>

***

## 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

<Info>
  Manual refresh: Click the refresh button or press F5 to force-refresh the data.
</Info>

***

## 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

<AccordionGroup>
  <Accordion title="Transcript not available">
    **Possible causes:**

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

    **Fix:** Check agent settings and verify transcription is enabled.
  </Accordion>

  <Accordion title="Recording not playing">
    **Check:**

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

    **Fix:** Try downloading the recording and playing it locally.
  </Accordion>

  <Accordion title="Session shows 'Failed' status">
    **Common causes:**

    1. Invalid phone number format
    2. Insufficient credits/quota
    3. Carrier rejected the call
    4. Network connectivity issues

    **Fix:** Check the error message in the session detail panel for specifics.
  </Accordion>

  <Accordion title="Can't find a specific call">
    **Try:**

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

    **Note:** Calls are retained for 90 days in the UI. Older calls require API access.
  </Accordion>
</AccordionGroup>

***

## API Access

For programmatic access to call logs:

### List Call Logs

```bash theme={null}
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

```bash theme={null}
GET /api/call-logs/{sessionId}
Authorization: Bearer YOUR_API_KEY
```

### Get Transcript

```bash theme={null}
GET /api/transcripts/{sessionId}
Authorization: Bearer YOUR_API_KEY
```

### Get Recording

```bash theme={null}
GET /api/recordings/{sessionId}
Authorization: Bearer YOUR_API_KEY
```

### Export Call Logs

```bash theme={null}
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

<CardGroup cols={2}>
  <Card title="Regular Quality Reviews" icon="clipboard-check">
    Review a sample of calls weekly to ensure agent quality and identify training opportunities.
  </Card>

  <Card title="Monitor Failed Calls" icon="triangle-exclamation">
    Check failed calls regularly to identify technical issues or user experience problems.
  </Card>

  <Card title="Use Filters Effectively" icon="filter">
    Filter by agent, date, or status to quickly find the calls you need for analysis.
  </Card>

  <Card title="Export for Analysis" icon="download">
    Export call logs monthly for trend analysis and reporting to stakeholders.
  </Card>

  <Card title="Compliance First" icon="shield">
    Ensure recording consent is obtained and retention policies comply with regulations.
  </Card>

  <Card title="Tag Important Calls" icon="tag">
    Use post-call analysis to tag calls for training, compliance, or escalation review.
  </Card>
</CardGroup>

***

## Related Documentation

* [Analytics](/platform/analytics) — High-level usage metrics and quotas
* [Post-Call Analysis](/platform/post-call-analysis) — Configure QA forms
* [Recording Compliance](/guides/recording-compliance) — Legal requirements for call recording
* [API Reference](/api-reference/call-logs) — Full call logs API documentation