Reviewing calls
Every call in your call analysis group, whether uploaded as audio, imported from Genesys, or added as a transcript, appears in one sortable table. Navigate to Call analysis → Calls from the main menu and pick a group from the Contact center group selector at the top left to see its calls.
Calls list
The table shows the most recently added calls first. Click the arrow next to Call date to order by when the calls took place instead, which differs when you have imported historical recordings. Click any row to open the call detail, with its transcript, summary, and evaluation results.
Use the Columns button to choose which columns are visible. Your choice is remembered per browser, so the view you set up stays that way next time you open the page.
Every data column supports inline filtering: look for the filter icon in the column header. A dot on the icon means the filter is active. Filters combine as you would expect: within a single column the values are alternatives, so picking Failed and Pending returns calls in either state, while filters in different columns all have to match. Applying a filter returns you to the first page of results.
Clear all filters appears next to the Columns button whenever a filter is active. Use it when a filter sits on a column you have since hidden, since its filter icon is hidden along with the column. Switching to another group also clears the filters, because agents, topics, and evaluation rules are configured per group.
The table displays these columns:
| Column | Description |
|---|---|
| Audio file | File name, or the audio state when there is no file |
| Call date | When the call took place, sortable |
| Duration | Call length, sortable |
| Agents | Contact center agents on the call |
| Topics | Detected topics shown as chips |
| Transcription | Processing status of the transcript |
| Enhancement | Processing status of transcript enhancement |
| Summarization | Processing status of the summary |
| Evaluation | Processing status of the evaluation run |
| Taxonomy fit | Whether the call fits your configured topic taxonomy |
| Last updated | When the record last changed, sortable |
Topics and Enhancement are hidden by default, as are the evaluation columns for rules not marked primary. Use the Columns button to bring them in.
Filtering by audio state
The Audio file column shows a file name once the audio is stored, and a status chip when it isn't: Queued for download, Downloading..., Download failed, or Transcript only for calls that were added as a transcript with no audio at all.
Its filter covers both. Either type part of a file name to narrow by name, or tick any of the four audio states, then click Apply. Ticking several states widens the search, so Download failed plus Transcript only returns both kinds.
A call is in one of these states only while it has no file name, so searching a name and ticking a state at the same time returns nothing. Use one or the other.
Filtering on Download failed is the quickest way to find calls whose audio never arrived. To retry them, delete the failed calls and run the import again: re-importing on its own skips them, because the original records still count as imported.
Filtering by duration
The Duration filter takes a minimum and a maximum in seconds, and either bound can be left empty. Setting only a minimum of 600 finds every call over ten minutes; setting only a maximum of 30 surfaces the very short calls that are often misdials or abandons. Calls whose duration is not known yet, because they have not been transcribed, are not returned by a duration filter.
Filtering by processing status
Transcription, Enhancement, Summarization, and Evaluation each filter on the same set of states: Pending, Processing, Completed, Failed, and Skipped. Filtering one of them on Failed is the fastest way to find calls that need reprocessing. A skipped step renders as an empty cell. Filtering on Skipped matches only steps explicitly marked skipped, not steps that have not started yet, which also render blank.
A call stuck in Processing for more than fifteen minutes is shown as Timed out in the table. It still filters as Processing, because that is the state stored on the record.
Evaluation columns
Every evaluation rule configured for the group gets its own column, named after the rule. Rules marked primary are visible by default and the rest are hidden, so use the Columns button to add the ones you want. Adding a rule in the group's settings makes a new column available here without any further setup.
Each column shows that rule's score for the call as a chip, and a dash when the call has no score for it. The column's filter lists exactly the score values the rule is configured with, so you can pick, say, Failed on a compliance rule to review only the calls that fell short. Selecting values on two different rules requires both to match.
Evaluation filters only match calls that have been evaluated, and calls that were never evaluated cannot be isolated from these columns today. Filtering the Evaluation column narrows to the calls whose evaluation ran and reached a given state, which is not the same set.
Next steps
- Import call recordings from Genesys to populate the calls list
- Configure evaluation rules to add scoring columns
- Review conversations handled by your voice agents