Calls

Calls is the list of every call in the account, whether it was uploaded by hand or received through the API. It is built to answer two questions: what do I have to listen to today, and where is that call where such-and-such happened.

The tabs at the top are fixed slices of the list:

View	What it shows
All	Every call in the chosen period.
To review	The calls that need a person to listen and that nobody has marked as reviewed yet. The reasons are in How it works.
Critical	The calls with a score below 60.
In progress	The calls that are being transcribed or analyzed.
Failed	The calls that could not be transcribed or analyzed. Each one has its own Retry button.

On any view you can narrow the list by Period (7, 30 or 90 days, or all time), Campaign, Agent, Topic and Score. The list opens on the last 30 days. Clear filters removes them all.

The search box in the list, and the one in the sidebar (Ctrl + K, or ⌘ + K on a Mac), searches in two ways at once:

• By call details: title, agent, customer or file name.
• By what was said. Type a phrase, such as “wants to cancel”, and Caller also finds the calls where the same thing was said in other words: “I’m going to end my contract”, “I don’t want to stay with you anymore”.

Matches by meaning appear first, under Where something like it was said, with the time at which each one happens. When you open one, the call starts at that moment.

Select the checkbox of each call you want, or the one in the header for every call on the page, and the action bar appears:

Action	What it does
Move to campaign	Changes the campaign of the calls. It does not change the score they already have.
Assign agent	Files them under the agent you choose.
Analyze again	Scores them again with the template that applies to them now. It uses one analysis per call.
Export	Downloads only the selected calls.
Delete	Deletes the recordings, the transcripts and the analyses for good. This cannot be undone.

If you move calls to a campaign with a different template and want to see them scored with it, use Analyze again afterward.

The Export button in the header downloads a CSV file with every call in the chosen period, one per row. The other filters do not affect this download. To export a subset, select the calls and use Export in the action bar.

The file has these columns, followed by one column per criterion with its points:

Column	Content
Date	When the call took place.
Title	The title the analysis gave it.
Agent, Campaign, Topic	How it is filed.
Score, Rating	From 0 to 100, and its band: Good, Could improve or Critical.
Outcome	How the call ended.
Customer sentiment (end)	Positive, neutral or negative.
Duration, Direction	The length of the call and whether it was inbound or outbound.
State	Where it is in the process.
To review because, Reviewed	The reason it went into the queue and whether someone has reviewed it.
File	The original name of the recording.

A download contains at most the 5,000 most recent calls. If your period has more, Caller tells you: shorten the period and export in parts.