Reading call records

Find a call, read its transcript and extracted outcome, see how it landed in the CRM, correct a wrong outcome, and opt a number out of future calling.

Every call the workspace places gets a record: the transcript, an extracted outcome, how that outcome projected into the CRM, a quality evaluation, the timeline of what the agent did, and what it cost. The Calls tab lists them all; the call detail page is where the answers actually are.

Call recordings are not built

There is no audio to download. The Recording policy selector exists in SettingsVoice & Telephony and preflight enforces that you have chosen one, but capture itself is not implemented in this release. Read the transcript instead — it is the record of the call. Do not go looking for a play button.

The Calls tab listing completed calls with their agent version, contact, duration, outcome and status — Every row names the agent VERSION that made the call, so a change in outcomes after a publish is traceable to the version that caused it.

Find the call

CRMVoice AgentsCalls lists every call, filterable by status and by campaign.

Filter	Values
Filter calls by status	created, queued, dialing, ringing, answered, in progress, transferring, transferred, completed, busy, no answer, voicemail, canceled, failed, preflight blocked
Filter calls by campaign	Any one campaign, or all

Columns cover the agent, the contact, the outcome, the cost, a quality score and the status. Preflight blocked is worth filtering on by itself — those are calls that were stopped by a check rather than by a person not answering.

The call header

Before the tabs, the header tells you the status, the mode the call ran in, the stage it reached, and any compliance flags. A call whose number is suppressed carries a Production DNC active flag. A live usability test says outright that it is isolated from production suppression and cannot change it.

Transcript

The turn-by-turn record of what was said. This is the primary artefact — with no recordings, the transcript is the call.

Outcome

The extracted result of the call: the disposition, the facts gathered, the objections raised and the next step.

Disposition	What it means
`booked`	A meeting was booked
`transferred`	The call was handed to a person
`callback_requested`	They asked to be called back
`not_interested`	A clear no
`disqualified`	Not a fit
`opted_out`	They asked not to be called again
`wrong_number`	The number does not belong to the lead
`voicemail`	Voicemail answered
`compliance_ended`	The agent ended the call on compliance grounds
`completed`	The call finished without a more specific result
`failed`	The call did not complete

Outcome extraction runs after the call ends

An in-flight call shows Outcome extraction runs after the call ends. That is not a failure — basic extraction always runs, and the Post-call analysis model in Settings decides whether a stronger model then refines the facts, objections and next steps.

The lead handoff

A terminal call outcome flows into the CRM automatically when CRM status sync is on in SettingsVoice & Telephony — it updates the linked lead's early-stage status, its next follow-up and its timeline. Opt-out compliance applies regardless of the toggle.

The call detail page shows the CRM projection: what the outcome did, or would do, to the linked lead. Read it when a lead's status changes and you want to know which call moved it.

For anything beyond the built-in projection, use the Voice call outcome automation trigger — it is the documented handoff from a completed AI call into the rest of your workflow.

Events & debug

The third sub-tab is the mechanical record, and it is where a strange call gets explained:

Section	What it shows
Timeline	Every event in order
Stage transitions	Which workflow stage the call was in, and when it moved
Tool executions	What the agent did mid-call, redacted
Knowledge retrievals	Which context the agent searched and what came back
Transfer attempts	Whether a transfer was tried and what happened
Usage and cost	What the call consumed

If an agent gave a wrong answer, knowledge retrievals tell you whether it found the wrong source or found nothing at all. Those are different problems.

Correct an outcome

Extraction is automatic and occasionally wrong.

Click Correct outcome

On the call detail page.

Amend the JSON

The example placeholder shows the shape: {"disposition": "booked"}. You only supply the fields you are changing.

Submit, then Close correction

The correction is deep-merged into a new schema-validated revision marked as a manual correction.

The original extraction is preserved

A correction creates a new revision rather than overwriting. You can always see what the model originally said, which matters when you are deciding whether the agent or the extraction was at fault.

Opt a number out

Opt out number adds the called number to production suppression — it will never be dialed again by any campaign. Restore opt-in removes it. The pair only appears on non-test calls where the suppression state is known.

Suppression is workspace-wide and immediate

It is not scoped to the campaign you are looking at. A suppressed number is skipped at import, blocked at preflight with lead_suppressed, and never dialed by anything. Use it when someone asks not to be called — that is what it is for.

Cancel call stops a call that is still in flight.

Troubleshooting

Symptom	Cause	Fix
There is no recording to play	Recording capture is not built in this release	Read the transcript; the policy selector does not create audio
The outcome is empty on a call that just ended	Extraction runs after the call ends	Wait and reload; basic extraction always runs
The outcome is wrong	Automatic extraction misread the call	Correct outcome — the original is preserved as an earlier revision
A lead's status did not change after a call	CRM status sync is off, or the outcome was not terminal	Check the toggle in Settings → Voice & Telephony and the CRM projection panel
The call is listed as preflight blocked	A check stopped it before dialing	Open the campaign's Block reason column and the preflight reference
The header shows Production DNC active	The number is suppressed	Expected. Use Restore opt-in only if the suppression was a mistake
A test call did not opt anyone out	Live usability tests are isolated from production suppression	Expected, and stated on the page