View Call Logs, Recordings and Transcripts

Summary

The Call Log page shows every call handled by your AI receptionist. You can filter, search, play recordings, read transcripts, and review a timeline of technical events for each call. The page is at Voice > Calls in the main navigation.

Prerequisites

• You must have the voice.escalations.view permission. Users without this permission are redirected to the dashboard.
• Voice AI must be activated and have handled at least one call.

Steps

Browse the call log

1. Navigate to Voice > Calls. The page title is “Call Log” with subtitle “Browse and search call history”.
2. The call log table displays these columns:
   • Date/Time - formatted as day, month abbreviation, hour, and minute in UK time (e.g. “29 Mar 14:30”).
   • Caller - the customer name if recognised, “Customer” if a customer ID exists but no name is stored, or “Unknown caller” for unrecognised numbers.
   • Duration - call length displayed as minutes and seconds (e.g. “3:42”).
   • Outcome - a colour-coded badge: “Resolved” (green), “Escalated” (amber), “Voicemail” (grey), or “Failed” (red).
   • Promises - a count badge showing how many promises the AI made during the call. Only appears when the count is greater than zero.
   • Flag - a red flag icon appears if the call has been flagged for review.
3. Click any row to open the call detail page.

Filter calls

1. Use the date filter buttons at the top: “All”, “Today”, or “This Week”.
2. Use the outcome filter buttons: “All”, “Resolved”, “Escalated”, or “Failed”.
3. Toggle the Flagged only button to show only calls flagged for review.
4. Press Clear filters to reset all filters at once.

Search transcripts

1. Type in the Search transcripts… field below the filter bar. The search runs after a short delay (300ms debounce).
2. When searching, matching transcript snippets appear below the caller name in the table with highlighted terms.
3. If search results are truncated at 200 results, a banner reads: “Showing top 200 search results. Refine your search for more specific matches.”

Navigate pages

1. When more results exist than fit on one page, use the Prev and Next buttons at the bottom. The total count and current page number are shown (e.g. “1 / 5”).
2. Keyboard navigation is supported: use Arrow Up/Down to move between rows, Home/End to jump to the first or last row, and Enter to open the selected call.

View call details

1. Click a call row to open the detail page. A Back to Call Log link at the top returns you to the filtered list.
2. The header shows:
   • Caller name (or “Unknown caller”).
   • A red flag icon if flagged for review.
   • Date and time (e.g. “Sat, 29 Mar 2026, 14:30”).
   • Duration.
   • Outcome badge.
   • Promise count (e.g. “2 promises”).
   • Escalation count (e.g. “1 escalation”).
   • An AI-generated summary of the call, if available.

Play a recording

1. The Call recording section shows a waveform visualisation (or a simple progress bar if waveform data is unavailable).
2. Press the Play button to start playback. Press Pause to stop.
3. Click anywhere on the waveform to seek to that point. Use the left and right arrow keys to skip 5 seconds. Home jumps to the start; End jumps to the end.
4. Press the speed button (e.g. “1x”) to cycle through playback speeds: 1x, 1.5x, and 2x. The speed persists across calls within the same session.
5. The time display shows current position and total duration (e.g. “1:23 / 3:42”).
6. If you have the voice.escalations.manage permission, a Delete recording button (bin icon) appears. Clicking it opens a confirmation dialog: “Delete this recording? This action cannot be undone. The call transcript will be preserved.” Press Delete recording to confirm or Cancel to dismiss.
7. If no recording exists, the section reads “No recording available”.

Read the transcript

1. The transcript appears as conversation bubbles. AI messages appear on the left with a blue left border. Caller messages appear on the right with a grey border. System events appear centred in italic text.
2. Each message shows a speaker label (“AI” or “Caller”) and a timestamp.
3. Use the Search transcript… field at the top of the transcript panel. Matching terms are highlighted in yellow.
4. When matches are found, a counter shows “1/5” (for example). Use the up and down chevron buttons to navigate between matches.
5. If no matches are found, the text “No matches” appears.

Review the call timeline

1. Below the transcript, click the Call Timeline heading to expand it. This is a collapsible section.
2. The timeline shows technical events in chronological order with colour-coded dots:
   • Blue - call events (e.g. call start, call end).
   • Green - tool events (e.g. data lookups).
   • Amber - escalation events.
   • Red - security events.
3. Each event shows a timestamp offset (e.g. “0:45”) and a description.

Expected Outcome

You can browse and filter your complete call history, listen to recordings with speed control, read full transcripts with search, and review the technical timeline of any call.

Troubleshooting

Problem: “Unable to load call log” error

Cause: A temporary server or network error. Fix: Press the Retry button that appears below the error message.

Problem: “No recording available” on a call that should have been recorded

Cause: Recording may not have been enabled at the time of the call, the recording may have been deleted, or the retention period may have expired. Fix: Check recording settings under Settings > Voice AI > Recording. Recordings are automatically deleted after the configured retention period.

Problem: “No transcript available for this call”

Cause: The call may have been too short, the caller may have hung up before speaking, or transcription may have failed. Fix: No action is needed. If this happens frequently, contact support.

Problem: “Recording unavailable” error on the audio player

Cause: The recording file could not be loaded from storage. Fix: Press the Retry button on the audio player. If the issue persists, the recording file may have been corrupted or removed.

Problem: Call log shows no calls at all

Cause: Voice AI has not yet handled any calls, or your active filters are hiding results. Fix: Clear all filters. If still empty, check that Voice AI is live in Settings > Voice AI.

Notes

• The call log refreshes automatically every 30 seconds and when you return to the browser tab.
• Search operates across transcript content using full-text search on the server.
• The page requires the voice.escalations.view capability. Deleting recordings requires voice.escalations.manage.