After your agent handles calls, review what happened and what should change. Call history and Usage answer different questions: the first helps you inspect individual calls, while the second provides the usage information available for the account.
Review call history
Open Call history in the console, or the agent’s Calls tab when reviewing a specific agent. Use the information the current view provides to identify the call you need.
Start with a concrete question: Did the caller reach the intended agent? Did the conversation produce the expected next step? Was an action confirmed or left pending?
If a transcript, summary or other detail is available for a call, treat it as material to review rather than proof that every statement is correct. Compare important outcomes with the underlying business record where appropriate. The presence of a call entry alone does not confirm that an external booking or message succeeded.
Find an agent’s call and its details
Open Agents → your agent → Calls. The view starts with Call history. Choose Period and Outcome to narrow the list, use the older/newer page controls when needed, and select Refresh for the latest list. Open a call to inspect its Summary and Transcript sections when available.
The customer Calls screen does not show Call activity, an Insights filter or performance metrics. Use the call records for conversation review and Usage for account usage. If an artifact is unavailable or has not been recorded, do not infer its contents from the call status.
Use the view’s CSV export controls for the scope you intend to export, and check the resulting file before sharing it. Exported call information may be private; keep it in your authorized team workflow.
For an outgoing request, inspect Call now and schedule for request status and cancellation. A finished call and a completed business task are separate outcomes. For outgoing calls, review the Conversation goal (AI assessment), learned facts and next action separately from External actions. A service-returned result still has an independently unverified effect; failed, denied or uncertain actions do not become successful because the conversation was assessed as achieved. When the summary is unavailable or its submission is uncertain, review any separately available transcript and its coverage. See the outgoing guide’s result review for the status meanings and fallback.
Interpret an empty view
An empty list can mean there are no calls matching the current view. Check the selected agent and any visible filters or time period before assuming data is missing. If an expected call still cannot be found, retain its approximate time and the non-sensitive context needed for support.
Review usage separately
Use Usage for the account’s usage and allowance information, then read the displayed labels and period. Compare like-for-like periods when looking for a change. Do not infer a price, remaining allowance or final charge from a single call’s duration; use the account’s current usage and subscription information.
If a value is unavailable or still unresolved, keep that uncertainty in your notes. Avoid treating a blank field as zero.
Turn observations into improvements
| Observation | Where to investigate |
|---|---|
| The answer was outdated | The relevant business file or collection. |
| The agent promised too much | Instructions and action completion rules. |
| The caller reached the wrong destination | Carrier forwarding and agent phone configuration. |
| An action outcome was unclear | The selected connector and the external system’s result. |
Change one underlying cause at a time and use Saving and publishing to review the update. When asking for help, share only the call reference and details needed to explain the issue; avoid copying an entire private conversation into public channels.