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Reading the Voice → Calls console

Voice → Calls is the working surface for everything your numbers actually did. It answers “what happened on this call, and what has been happening across all of them”: a filterable call log, a per-call detail sheet with a step-by-step event timeline, and an analytics panel that aggregates the log. The guide walks the surface left to right in the order an ops review uses it: narrow the log, open one call, read its timeline, then step back to the aggregate.

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Filter and segment the log

The filter bar above the log is where the click-free reading starts — most routine questions resolve there before you touch a single call.
  • View group (All / Active / Failed / Completed) — segments in one tap. Each group chip shows a count computed over your current date range and direction, so you can scan “how many failures today” without opening a filter. Click a chip again to go back to All.
  • Direction — All, Inbound, or Outbound.
  • Status chips — granular control over the exact statuses you care about: completed, in progress, ringing, queued, initiated, transferred, busy, no answer, failed, canceled. Click more than one chip to OR them; the View group and the chips are two lenses on the same column, so they never disagree.
  • Date range — presets or a custom window. The log, the group-chip counts, and the analytics panel all honor it.
  • Search — matches against caller/callee numbers and other string fields on the call envelope.
Because filters combine, “all failed outbound calls this week” is three taps, not a query. Paginate deeper into history with Load more at the bottom of the list; every filter change re-roots the pagination so you always page through a consistent set. To take the current slice out of the console, use Export. The pill above the Export button summarizes the active filter set, and the export honors it — choose CSV or JSON and you get the filtered rows, not an unfiltered dump. For a one-off, select specific rows and export only the selection.

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Open the call detail sheet

Click a row to open the detail sheet — a slide-over panel that keeps the log visible underneath. The header shows the direction, the two endpoints, the effective status badge, the timestamp, and call cost when billing rated the call. Below that, in order:
  • Fraud banner — when the carrier-side attestation or scoring flagged the call, a warning banner says so above everything else.
  • AI agent handoff summary — for calls that passed through an AI agent, a card carrying the escalation reason, key topics, action items, and the slots the agent collected, so a human reviewer can pick up the thread.
  • Key fields — from, to, direction, status, start/end timestamps, and duration.
  • Recording — an in-sheet player when a recording exists, with a quality-check verdict when QC has run, and a re-run control to score it again.
  • Timeline — the diagnostic view described below.
  • Transcript and screen recordings — when the call produced them.
Use Open full detail in the sheet header for the same content as a bookmarkable page you can link from a ticket.

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Read the timeline as a diagnostic view

The timeline renders the call’s event sequence in order — initiated, queued, ringing, answered, transferred, then the terminal state — with timestamps for each step. It answers “where in the flow did this call actually fail.” For example, a row showing no answer in the log tells you the terminal state; the timeline tells you whether the call rang at all before timing out, or never left the queue. Failed-call review is a timeline habit: read the last event before the terminal failure and you usually know which hop to investigate.

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The analytics panel

The Analytics tab aggregates the log over your active date range — volume and success rate by day, call-duration distribution, peak-hour heatmap, and the top destinations and geographic breakdown of your traffic. Two reading rules that keep the numbers honest:
  • Scope: analytics aggregate only the data the console has loaded for the current window — they operate on the cursor-walked result set up to a cap. The log below has the ground truth for anything past that cap.
  • Success-rate denominator: the daily success-rate divides answered-plus-completed over terminal statuses. In-flight calls (ringing, in progress) don’t drag the rate down while they’re still live. This matches the status badges in the log — the chart and the table classify the same way.

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See also