Reporting

What is Reporting?

Reporting gives you a detailed view of every call your AI agent has handled. Unlike the Dashboard which shows summary metrics, Reporting lets you drill into individual calls to read transcripts, see durations, check sentiment, and understand what happened in each conversation.

What You Can Do Here

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Browse Call History

See every call organized by phone number with call counts and last activity.

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Read Transcripts

Review the full conversation between the caller and your AI agent, turn by turn.

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Track Durations

See how long each call lasted and spot trends in handle time.

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Check Sentiment

See how callers felt at the end of each call — satisfied, neutral, or upset.

Filtering by Line Group

If your organization has Line Groups set up, a Line Group dropdown appears in the top-right of the Reporting, Call History, and Topic Analysis pages. Selecting a group filters all data on that page to calls that came in on numbers belonging to that group.

All Line Groups — the default, shows data across all numbers.
Selecting a group — narrows charts, call lists, topic usage, and escalation data to that line only.

Your selected group is remembered as you navigate between the three analytics pages, so you can switch from Reporting to Call History without losing your filter context.

ℹ️ Good to know: Only calls made after line group assignment was configured will filter correctly. Older calls without a recorded destination number will not appear under any specific group filter.

How to Use Reporting

Browse by phone number

The main view shows unique phone numbers that have called, sorted by most recent activity. Click any number to see all calls from that number.

Filter by date

Use the date picker to narrow results to a specific time period.

View call details

Click any individual call to see its transcript, duration, which procedure handled it, and whether it was escalated.

Tips

Review escalated calls — Read the transcript to understand why the AI could not resolve the issue. These are your best learning opportunities.
Watch for patterns — If multiple callers ask the same unresolvable question, add that content to your knowledge base or create a new procedure.
Check sentiment trends — A dip in satisfaction might indicate a problem with a specific procedure.

Common Questions

Data retention depends on your subscription plan and retention settings. Check your Settings page for your current policy.