Call History
On this page
This is the most useful page in the product and the most neglected. Every improvement you will make to an agent starts with reading a transcript of it failing.
Find it at Call History. Every call appears here — inbound, outbound, campaign, lead callback — usually within seconds of ending.
What a call record holds
| Field | What it tells you |
|---|---|
| Direction | Inbound or outbound, and which agent handled it. |
| Numbers | Who called whom. |
| Duration | Talk time, which is what you are billed for. |
| Status | How it ended — completed, failed, busy, voicemail. |
| Recording | The audio, playable in the browser. |
| Transcript | The full conversation as text, turn by turn. |
| Sentiment | How the call felt, at a glance. |
Audio is for spot-checking tone. Text is for finding problems: you can scan twenty transcripts in the time one recording takes to play, and the exact sentence where an agent went wrong is much easier to see written down.
What each status means
| Status | What happened | Should you worry? |
|---|---|---|
| Completed | The call connected and ended normally. | No. Note that completed does not mean successful — read the transcript for that. |
| Busy | The line was engaged. | No. On campaigns, enable retry on busy and it will try again later. |
| Voicemail | An answering machine picked up. | No, if voicemail detection is on. If it is off, you are paying to talk to answerphones. |
| Failed | The call could not be placed or dropped unexpectedly. | A few are normal. A cluster of them means a bad number format, an unreachable destination, or a billing block. |
Finding the call you want
Filter by agent, status, sentiment, provider and date range. The combinations worth knowing:
- Status = failed, last 7 days — your problem list. Work through it first.
- Sentiment = negative — the calls that annoyed someone. The fastest route to the thing your agent handles badly.
- One agent, last 24 hours — the loop after every change. Make the edit, take ten calls, read them.
- Very short completed calls — people hanging up in the first seconds. Almost always the greeting.
The weekly review that pays for itself
Twenty minutes, once a week, does more for agent quality than any amount of prompt theorising. The routine:
1. Read five negative or failed calls
Find the exact turn where it went wrong. Not the general feeling — the specific sentence. That sentence maps to a fix in Writing instructions.
2. Read three that went well
Worth as much. You learn which phrasings actually work with your callers, and you can push those into the instructions deliberately.
3. Check the short ones
A run of 10–20 second completed calls is people hanging up. Something at the top of the call is losing them — usually a greeting that is too long, too corporate, or too obviously a machine.
4. Make one change
One. Then read next week’s calls to see whether it worked. Changing five things at once tells you nothing about which one mattered.
If four callers this week asked something your agent could not answer, that is not a prompt problem — it is a missing document. Add it to the Knowledge Base.
Sentiment
Each call is labelled by overall tone. It is a triage signal, not a metric to report to the board — a negative label on a call about a genuine complaint means the complaint was real, not that the agent did badly.
Use it to sort your reading queue. A rising share of negative calls week on week is the signal worth acting on, more than any individual label.
Call History questions
How long are recordings and transcripts kept?
Retention depends on your plan and any configuration agreed for your account. Recordings are encrypted at rest and in transit. If you have a specific retention obligation, raise it with support before you go live rather than after.
Can I see a call while it is still happening?
Yes. Open it during the call and the transcript fills in as people speak. Useful when you are testing a change and want to watch what the agent hears.
The transcript has words the caller clearly did not say.
Speech-to-text struggles with heavy accents, poor lines and unusual names. If it happens often for your callers, try a different speech engine on the agent — Voice & conversation. Remember the agent answered what it heard, so bad transcription looks like a stupid agent.
Can I get this data out of Vociply?
On plans with API access, yes — call records and transcripts are available programmatically, which is how people push them into a warehouse or BI tool. Check Billing for whether your plan includes it.
A call shows as completed but nothing happened.
Usually the caller hung up immediately, or an answerphone answered and voicemail detection was off. The duration tells you which: a few seconds is a hang-up, thirty seconds of the agent talking uninterrupted is an answerphone.