A Call Card is a separate page that provides detailed information about a call from a specific customer phone number. Each customer is identified by an exact match of their phone number.
You can access the Call Card through "Call Center" — "Call Log" by clicking on the date of the call you need:
The initial view of the card displays expanded information about the call whose date was clicked.
Call Card Sections
General Call Information - date, time, call duration, conversation and wait time, call direction details: who called, where they called.
Conversation - call audio recording, playback controls, volume and speed adjustment, buttons for copying the call link, downloading and deleting the audio recording.
Conversation Transcription - transcription, button for copying the vtt transcription file (section available for Pro and Corporate plans).
AI Analysis Summary - call quality analysis, manager and customer sentiment, conversation content (section available for Pro and Corporate plans).
Extended Call Information - the block contains four sections:
AI Analysis (section available for Pro and Corporate plans) - results of automatic call analysis based on the selected AI analytics profile; the analysis blocks displayed in the section depend on the analytics profile settings.
Details - additional information: type, status, call ID and a button to copy the ID, direction information: who the call is connected to, call rating: calls can be rated from 1 to 10, comments and categories: it is possible to select a call category and add a comment.
Client - client information: phone number, geolocation, browser, IP address, platform, device type; interaction statistics: total number of calls, number of days since the first visit and since the last visit.
Visits - last session: referral source data; session history, information about each user session on the website: date, visited page, session duration, call audio recording.
The information in the "Client" and "Visits" sections is available when using dynamic call tracking.
Audio in the Call Card
The Call card provides access to conversation audio recordings.
To play or pause a recording, click "Play" (1)
Audio recording controls:
adjust volume and playback speed (2)
copy the call link, download or delete the audio recording (3)
Audio file format - ".wav"
We guarantee the storage and availability of call recordings for one year for active projects.
Access to audio recordings of active customers older than one year is available upon request.
Internal Calls
Internal calls are calls between employees or departments. Their type in the Call Log is displayed as "Internal."
To view these calls in the Call Log, add a filter with the parameter "Call Type" equals "Internal".
You can also use a preset filter for all calls via the link.
Transferred Calls
A transferred call is an inbound or outbound call that was redirected from one employee to another employee or department during the conversation. Such calls also have the type "Internal."
The "Details" button displays both parts of the managers' conversation with the client.
