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When a call doesn’t go as expected, report it from the call itself. The report is attached to that exact call, with its recording and transcript, so the Callers team can investigate without back-and-forth.

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Find the call

1

Open the agent

Go to Agents and open the agent that made or received the call.
2

Open the contact

Click the contact (or the call, on inbound agents) in the list. Use search or filters to find it.
3

Select the call

In the contact panel, open Call Attempts (or Interactions) and select the call. Its recording and transcript open.

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Review the call

Before reporting, the call view has tools to help you pinpoint the problem:
  • Recording player: play, pause, seek, and change speed to 1x, 1.5x, or 2x.
  • Transcript: what each side said, in order, with the agent’s actions and events.
  • Download: save the Recording, the Transcript as a text file, or, for calls over SIP, the PCAP (a SIP packet capture for your telephony team). PCAP files are available only for a limited time after the call.
Note the time in the recording where the problem happens and include it in your report. It speeds up the investigation.

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Submit a report

1

Click Report

Scroll to the bottom of the transcript. Next to “Any issues during the call?”, click Report.
2

Choose what went wrong

Under “What could be improved?”, select every category that applies.
3

Send

Click Send report. The call then shows Call report sent. To add another report later, hover over it and click Report again.
Bottom of a call transcript showing the agent's goodbye message, AI Call finished, AI Context Updated, Post-Conversation Actions, an Any issues during the call row with a Report link, and the recording player

The end of a call transcript, with the Report link next to the Any issues during the call? prompt.

What could be improved dialog listing Content, Speech recognition, Speech interruptions, Incorrect Voicemail Detection, Missed Voicemail Detection, and Other, each with a checkbox, and a Send report button

The What could be improved? dialog with one checkbox per category and the Send report button.

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Report categories

Reporting isn’t available while a call is still in progress.
Reports help the Callers team improve detection and speech handling. To fix an outcome on your side right away, for example a call wrongly marked as voicemail, use Update Status on the contact. See Add and manage contacts.

Statuses and outcomes

How outcomes like voicemail are decided.

Conversation dynamics

Tune patience and interruptions.

Voicemail and screening

How voicemail detection works.

Troubleshooting

Fixes for common problems.

Latency and conversation quality

Diagnose slow responses, interruptions, and noise.