Review voice calls

Who sees this: Voice Conversations — profiles AI Voice and AI Voice + Helpdesk. Roles: Agent, Supervisor, Admin and Read-only can read calls. Read-only users cannot add tags or notes. Only Admin and users with the Export conversation data permission can export. Only Admin and users with the Access call recordings permission can play recordings. The Owner role does not see Voice Conversations and cannot open voice calls; see If something goes wrong.

Every voice call that the AI voice agent answers is saved as a voice conversation. Open Voice Conversations to see what callers asked, what the AI did and how each call ended.

Prerequisites

• Your organization uses the AI Voice or AI Voice + Helpdesk profile. Read Product profiles.
• Your role is Agent, Supervisor, Admin or Read-only, or you have the View conversations permission.

Steps

Find a call

1. In the sidebar, select Voice Conversations. The page Conversations opens. It lists the newest calls first, 25 calls per page.
2. To narrow the list, use the box Filters. See Filters.
3. To sort, select a column title: Date/Time, Duration, Outcome or Status. Select it again to reverse the order. On a phone, use the menu Sort by instead.
4. To move between pages, select Previous or Next.
5. On the row of the call, select View. You can also select the list, move with the up and down arrow keys and press Enter.

Read a call

1. Open the call. The page Conversation Detail shows the call ID under the title.
2. Read the four boxes at the top: Caller, Duration, Status & Outcome and Flags.
3. Read the card Call Summary. See The call summary.
4. Read the Transcript. See The transcript.
5. If the call has a recording, listen to it in the section Recording. See The recording.
6. To go back to the list with the same filters, select Back to Conversations.

Add tags and notes

You need the role Agent, Supervisor or Admin, or the Manage conversations permission.

1. In the box Tags, select + Add Tag. Type a tag or pick one of the suggestions, then select Add. A call can have up to 5 tags. To remove a tag, select the cross next to it.
2. In the box Annotations, select + Add Annotation. Write a note for your team, up to 2,000 characters, then select Save. The note shows your email address and the date. The caller never sees it.

Export a call

You need the Export conversation data permission; by default only Admin has it.

1. At the top right of the call, select Export.
2. Select Export as Text for a file you can read, or Export as JSON for a file other tools can read. Your browser downloads the file.

Filters

To clear all filters, select Reset. The filters are part of the page address, so you can bookmark a filtered list.

Outcomes

The outcome says how the call ended. The list and the call page show it as a colored badge.

A dash in the list, or Unknown on the call page, means no outcome was saved.

Flags

Flags point to calls that may need a look. On the call page they show their full name. In the list they show a short code; point to the badge to read what it means.

Show flagged only ignores Latency Not Measured, because that flag says nothing about the call itself.

The call summary

After the call, AI writes a short summary. The card Call Summary has up to four parts: Problem, Actions Taken, Resolution and Next Steps. Use Collapse and Expand to hide or show it.

While the summary is being written, the card shows Generating summary.... If no summary could be written, it shows Summary unavailable or Summary skipped.

When the AI created a ticket, or linked the call to one, a link to that ticket appears under the summary.

The transcript

The Transcript shows the call turn by turn. Each turn has a number, what the caller said (User) and what the AI answered (AI Agent). A turn with a problem shows the error in red. The small numbers under each turn are response times for technical review; you can ignore them.

AurionAI hides sensitive values in the transcript, such as badge numbers, PINs, passwords, phone numbers and card numbers. They show as [REDACTED].

The recording

The section Recording appears only when your organization records calls and the call has a recording. Your administrator decides this in Configuration > Recording. Read Call recording.

Only Admin and users with the Access call recordings permission can play and download recordings.

• Select Play to listen. Press Space to play or pause, the left and right arrow keys to skip 5 seconds, and the up and down arrow keys to change the volume. Use Speed to play faster or slower.
• Select a turn in the transcript to jump to that moment in the recording.
• Select Download to save the recording as a WAV file.

Result

You know what the caller needed, what the AI did and how the call ended. Your tags and notes help your team find the call later.

If something goes wrong

• Voice Conversations is not in the sidebar. Your organization uses the Helpdesk profile, which has no voice agent.
• Your role is Owner and you do not see Voice Conversations. The Owner role does not see Voice Conversations and currently cannot open voice calls. Ask an Admin to review the call for you.
• The list shows No conversations found matching your filters. Select Reset and search again.
• Search stays grey. Type at least 3 characters.
• The call page shows Conversation not found, or you don't have access to it. The call does not exist or belongs to another organization. Check the link, or open the call again from the list.
• The recording shows To play this recording, you need the “Access call recordings” permission. Only Admin and users with Access call recordings can play recordings. Ask your administrator if you need it.
• The recording shows Failed to load recording URL. Please try refreshing the page. The recording could not be loaded. Refresh the page.
• The player shows Recording URL has expired. Please refresh the page. The link to the recording is valid for a limited time. Refresh the page.
• You don't have permission to add annotations. Your role is Read-only. A Read-only user also does not see the notes of others.
• A message says The export failed. Please try again. The file could not be made. Try again a little later.
• The transcript shows No transcript available The call ended before anyone spoke, or no turns were saved. Read the summary instead.

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