MonitorAgent Analytics

Call Logs

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Call Logs is the row-level history of every call your agents have handled. It lives under Monitor → Agent Analytics → Call Logs.

Use it to locate the exact call behind a change in connect rate or engagement, open its transcript and metadata, and then continue to Log Analyser for turn-level detail.

Call Logs table with interaction rows, connectivity, language, duration, and failure reason columns.

Call Logs

What you can do

  1. Find a call - filter by campaign, contact, failure reason, or test agent traffic.
  2. Open its details - click a row to view the transcript and metadata.
  3. Debug a turn - click a message to open Log Analyser.

Filter the table

The shared toolbar filters (Agents, Campaigns, Date range, Filters) still apply. Call Logs adds a few controls of its own:

ControlBehavior
All / ConnectedRestrict to connected calls when you only care about conversations that started
Show only test agent calls / Show all callsInclude or exclude debug / test agent traffic
Column visibilityShow or hide table columns
CSV exportAvailable when a single agent is selected
Clear all viewsResets viewed-row highlighting

Default sort is newest first. Click any column header to re-sort. Text filters support equals / contains / starts with; number filters support comparisons.

How to review a call

1

Keep the same scope as your chart

If Overview showed a change for a specific agent and date, apply the same filters here so the signal carries over.

2

Review several examples before concluding

Open multiple rows that share a failure reason or a short duration. A single unusual call is not a reliable pattern.

3

Open Call Log Details

Full conversation. Click a message, or the Conversation Initiated / Conversation Ended chips, to open Log Analyser.

4

Hand off to Log Analyser

Use Call Logs to find the call, then use Log Analyser to explain what happened during a turn.

Unified View Details panel open on the Transcript tab, showing the agent and caller conversation with an audio player at the bottom.

Call detail (Unified View Details): transcript and recording.

Column reference

Visible labels can vary by org. Expand a group when you need the dictionary.

ColumnMeaning
Interaction IDUnique ID for the call
Campaign IDOutbound campaign (often shown as the name)
Cohort IDCohort within a campaign
App VersionAgent / app version
Source TypeHow the call was originated
User IDEnd-user identifier
Bot ContactBot / outbound phone number
User ContactCaller or callee phone number
ColumnMeaning
ConnectivityWhether the call connected
Completion StatusCompletion / outcome status
LanguageDetected or selected language
Duration (s)Call duration in seconds
MessagesNumber of messages / turns
Avg Agent Resp (s)Average agent response time
Avg User Resp (s)Average user response time
Failure ReasonWhy a dial failed to connect
End ReasonWhy a connected call ended
ColumnMeaning
Channel TypeChannel classification
Channel DirectionInbound or outbound

You may also see start/end datetime, job ID, retry attempts, provider type, Test Call / Live badges, agent variables, and goal status when configured for your org.

Next

Log Analyser

Open a call for turn-level debugging of transcripts, tool calls, and end state.

Connectivity

Investigate connect failures across many calls before drilling into a single one.

Engagement

Track how long callers stay and how far conversations progress.

Agent Analytics

Return to the aggregate dashboards and trends.