Call Analytics

Call Analytics is the complete, searchable history of calls on your tenant. Where Home summarises the trends, this is the detail: every call, with who it was between, how it went, how it sounded, and — where a recording exists — what was said. It is the page you open to answer "what happened on that call?" or "how many calls did we miss from this number last week?".

The call list

Each row is one call, newest first, with these columns:

• When — date and time the call started.
• From → To — the two parties, with a country flag on external numbers and the internal name for extensions.
• Direction — In, Out, or Internal.
• Status — Answered, Abandoned (caller hung up while waiting), Failed, or Voicemail.
• Duration — how long the call ran.
• MOS — the mean opinion score, a 1–5 measure of audio quality for the call (blank when not measured). A low MOS points to a network or device problem worth chasing.
• AI — an indicator for AI-derived insight on the call (sentiment / transcript), when available.
• Actions — per-call controls, such as playing the recording or opening the transcript.

The header shows the count for the current range (e.g. 25 calls+ in the last 7 days).

Filtering

A filter bar narrows the list; Add filter exposes the full set:

• Direction — Inbound, Outbound, Internal.
• Status — Answered, Abandoned, Failed, Voicemail.
• Sentiment — Positive, Neutral, Negative (from transcript analysis).
• Has recording — only calls with audio.
• Date range — Today, Yesterday, 7d, 30d, or Custom.
• Min / Max duration — filter out very short or very long calls.
• Extension — calls involving a specific person.
• Trunk — calls on a specific carrier connection.

Filters combine, so you can ask precise questions — "inbound, abandoned, last 30 days" — in a couple of clicks.

AI transcript search

Alongside the filters is AI · transcript search — instead of matching a number or name, it searches the words spoken in recorded, transcribed calls. Type the words or a phrase you are after and it finds the calls where they were said, with a short highlighted snippet of the matching moment. It is the fastest way to find, say, the call where someone mentioned a refund without remembering who called or when.

It matches the actual words in the transcript — put a phrase in "quotes" to match it exactly — so it searches what was said, not the meaning behind it (a search for "refund" will not turn up a call that only said "money back"). The transcripts come from VoxaLink's own transcription, so this search works whether or not you have connected an AI provider — it does not use your LLM key or budget.

A single call

Opening a call shows its detail: the recording (with a player), a written AI call summary (see below), the transcript where one was produced, and the AI-derived sentiment and MOS for the call, plus its metadata (parties, direction, duration, trunk). This is where a flagged call from the Home dashboard's Worth a listen leads.

AI call summary

When a call has a transcript, VoxaLink can turn it into a short written summary — a plain-English recap, a few topic tags, and a suggested next step — shown in a Call summary card on the call's detail page, between the recording player and the transcript. (A compact version also appears in the side panel.) It saves you reading the whole transcript to know how a call went.

A typical card might read "Customer called to reschedule Thursday's installation to the following week; the agent confirmed the new date and waived the change fee," tagged with rescheduling, installation, and fee waiver, and suggest "Send written confirmation of the new install date."

This uses the same "bring your own" AI connection as VoxaLink's other smart features. An administrator switches it on once under Settings → General → LLM (see Settings › Connect an AI provider); until then, the card simply invites you to enable it — or, if a reseller looks after your AI, points you to them.

A few things worth knowing:

• It needs a transcript. No transcript yet? The card says the summary will appear once transcription finishes. Very short calls are skipped — there is nothing worth summarising.
• When it is written. In Lazy mode (the default) the summary is generated the first time someone opens the call; in Eager mode every eligible call is summarised automatically. Once written it is saved, so re-opening the call is instant and costs nothing. Both modes are set on the LLM settings page.
• Regenerate. The ↻ Regenerate link rewrites the summary — handy after a transcript has been corrected. It first shows the estimated cost and your spend so far this month (and warns if you are close to your budget), so there are no surprises.
• Who wrote it. A small tag at the bottom of the card notes which AI model produced the summary and when.

If AI summaries are switched off, or your monthly budget has been reached, the card tells you so and links straight to the LLM settings.

Quality and sentiment, explained

Two AI-assisted measures run across your calls and appear both here and on Home:

• MOS (mean opinion score) — an estimate of audio quality on a 1–5 scale, derived from the call's network performance. Consistently low scores on one extension or trunk indicate a technical issue, not a people issue.
• Sentiment — Positive / Neutral / Negative, derived from the transcript of recorded calls. It needs a transcript to exist, so it only appears on recorded, transcribed calls, and trends become meaningful once you have a handful of them.

Both depend on recording and transcription being enabled for the calls in question (recording is set per extension, queue, or group — see Directory and Call flow).

Export

Export CSV downloads the calls matching your current filters, for reporting or analysis in a spreadsheet.

Everyday tasks

• Find missed inbound calls to chase → filter Direction: Inbound, Status: Abandoned (and/or Voicemail), set the range.
• Investigate poor call quality → sort by / scan the MOS column, or filter to an extension, and open a low-scoring call.
• Find a call by what was said → use AI transcript search.
• Pull a report for a date range → set the range and filters, then Export CSV.
• Review a flagged call → follow Worth a listen on Home, or open the call here and play the recording.

Next: Billing — export your usage and invoice charges.