View call history, CDRs, transcripts, and play recordings

The CDRs page allows you to do the following:

• View a list of all the calls handled by VoiceAI Connect. You can filter the list using multiple filter options, for example, by bot name.

• View the call detail record (CDR) of a call.

• View the transcription of a call.

• Listen to a recorded call, download the call recording, or delete it.

To open the CDRs page

1. From the Navigation menu, click Call History; the following page appears:

Filter the call list

You can filter the call history list by the following:

• Bot name

• Calling number

• Called number

• Date range of when the calls occurred

• Conversation ID

• Call status (successful or failed)

• Call duration range (in seconds)

To filter the call list:

1. On the CDRs page, configure the filter options that you want.

2. Click Apply.

The call history list shows only the calls that match your filter.

To clear the filter, click the refresh button next to the Apply button.

View the CDR of a call

The call detail record (CDR) contains details about the call, such as bot name, called number, call duration, bot provider, speech-to-text provider, and text-to-speech provider.

To view the CDR of a call:

• On the CDRs page, click the telephone handset  icon of the call.

The Call Details window appears, as shown in the following example:

View the transcription of a call

The transcription shows what the caller and the bot said during the call.

To view the transcription of a call:

• On the CDRs page, click the transcription icon of the call.

A window appears showing the transcription of the call. The transcription shows each turn of the conversation in the order it happened and with a timestamp.

If the stored transcript was removed from the database (due to expired stored duration), the window displays the message "No Transcript History".

Manage call recordings

If a call was recorded, you can listen to the recording, download it, or delete it.

To configure call recording, see Record calls.

Listen to a call recording

To listen to a call recording:

• On the CDRs page, under the Info column, click the play icon. The Recordings window opens, titled with the calling number and the bot name.

The window shows the recording as two waveforms, one for each side of the call. Parts of the call that weren't recorded, such as the start of a call before the bot started recording, are shown as a striped gray area.

The player has these controls:

Control	What it does
Play, skip to start, skip to end	Plays the recording and moves to its start or end.
Playback speed (x1)	Changes the playback speed.
Zoom in, zoom out, fit	Changes how much of the waveform is shown.
Download recording	Downloads the recording as a WAV file.
Delete recording	Permanently deletes the recording.