Reviewing Agent Activity (Analytics & Conversations)

Last updated: July 22, 2026

Each agent gives you two ways to review its work: the Analytics tab for the numbers, and the Conversations tab for individual calls.

Analytics tab

A date filter at the top lets you view daily, monthly, or a custom range. The tab shows:

Call totals

  • Total Calls — calls in the period.

  • Successful — calls that completed successfully.

  • Avg Duration — average length of completed calls.

Outreach Reports

  • Outreaches — outreach attempts made by the agent.

  • Average Daily Attempts — attempts per day.

Charts

  • Outreach Calls — daily call volume.

  • Timed Outreach Calls — call volume over time.

  • Result Type — a breakdown of outcomes (booked, voicemail, declined, etc.).

  • Leaderboard — outreach performance.

Conversations tab

The full call history for the agent, newest first. Use the sidebar to filter by:

  • Date Range

  • Medium — Phone, Chat, or SMS

  • State — Pending, Open, Closed, or Failed

  • Sort By — Newest First, Oldest First, Topic A–Z, or State

Then Apply (or Clear). When the agent is active, an Initiate Test Call button is available here too.

What each call record shows

Every call appears as a card with:

  • Patient name (or "Unknown")

  • A medium badge (Phone / Chat / SMS) and a state badge

  • The topic of the call

  • Duration (when available)

  • The agent that handled it

  • How long ago it happened

  • A Details button

Call details

Open Details to see the full record:

  • Conversation Transcript — the back-and-forth, patient on the left and agent on the right, with names and times. (A call still in progress shows "Conversation details and messages will be available here once the call is ended.")

  • Conversation Summary — a plain-language recap of the call.

  • Conversation Information — Conversation ID, start/end time, duration, agent, type, and patient.

  • Call Recording — an audio player for phone calls (when a recording is available).

💡 Tip: Transcripts, summaries, durations, and recordings fill in automatically once a call ends — there's nothing to log by hand.