Understanding Call History, Transcripts & Recordings

Accessing Call History #

Your call history is separated into two dedicated sections in the dashboard:

• Call History (Inbound): Available under Call History in the main sidebar (/dashboard/calls). Shows all incoming telephone calls, Web Embed voice chats and written conversations (website chat, text messages and test conversations from the dashboard).
• Call History (Outbound): Available under Outbound -> Call History (/dashboard/outbound-calls). Shows all calls placed by outbound campaigns.

Call Details & Metrics #

Clicking View Details on any call log entry opens a comprehensive view including:

1. Call Metadata: Date/time, caller phone number, duration, call channel (phone call, web embed call, chat conversation or text message conversation), and call status (completed, no-answer, failed).
2. AI Summary: A 2-sentence summary generated by AI after the call ends, highlighting the main request or outcome.
3. Extracted Messages: Any message left by the caller for your team.
4. Full Transcript: Speaker-labeled transcript (User vs AI Agent) showing the entire conversation verbatim.
5. Audio Recording: Embedded audio player allowing you to listen to full call playback or download the audio file.
6. Call insights: What the AI worked out from the conversation: the Outcome (booked, message taken, spam and so on), the caller's sentiment, a handling quality score from 1 to 5 and any items you asked it to pull from every call. The section is hidden on calls with nothing to show. Hover a badge to see the AI's one-line reason.

Call Insights: Outcome, Sentiment and Your Own Fields #

After each call, the same step that writes the summary also picks one Outcome, rates the caller's sentiment (positive, neutral or negative) and scores how well the AI handled the call. These columns appear in the call list (Outcome is shown by default, Sentiment can be switched on from the column menu), and you can filter the list by either. The Call Outcomes chart on Analytics counts calls by outcome for the period you pick.

To pull your own details from every call, such as insurance provider, vehicle make, budget or urgency:

1. Open an agent and go to the Intelligence tab.
2. Open Call insights and click Add information to pull.
3. Enter a Name, choose an Answer type (text, number, yes or no, date or one of a list) and, if helpful, describe What to look for. For one of a list, enter the Choices.
4. Click Save. New calls from that agent are filled in; earlier calls are not changed.

You can also open Call insights from the canvas editor.

How is this different from the details my agent collects? #

The Custom information to collect list under Lead capture is questions your agent asks the caller while booking or taking a message. Call insights ask the caller nothing: after the call, the AI reads the conversation and fills in what was said. Use lead capture for details you must have, and call insights for things callers mention along the way. They work the same whichever voice engine the agent uses, because they are read from the transcript.

Outcome, sentiment and the quality score are on for every plan. Adding your own items depends on your plan, which also sets how many each agent can have (up to 15). If the caller never said something, that item is left empty rather than guessed. Answers show on the call under Call insights, in the Call log and Outbound call results reports (outcome, sentiment, quality score and the answers in one Extracted fields column) and in the transcript.ready webhook.

Chat and Text Message Conversations #

Written conversations sit in the same list as calls. The icon in the caller column shows the channel. Hover over it to read the label: Chat conversation for website chat, or Text message conversation for texts to your number.

• The caller column shows Chat visitor for website chats and the phone number for text messages.
• The length column shows the number of messages instead of minutes, because text is not billed by time.
• To see only one kind, filter by Channel: Chat conversations or Text messages.
• Open View Details to read the full transcript.
• A conversation the AI has stopped answering (it was handed to a person, or you replied) shows a Waiting for team badge while it is open. Use the Waiting for team filter to list them. The account owner and team members who can reply also get a notification in the bell when a conversation is handed over.
• A website chat visitor who rates the chat appears as Visitor rating (Helpful or Not helpful) in the conversation details.
• While a chat or text conversation is open, Reply lets you write to the person yourself, and Hand back to AI (shown while the AI is paused) lets the agent carry on. Your messages are marked Team in the transcript, are not counted as AI replies and use none of your text allowance. After you reply, the AI stays paused until you hand the conversation back. In website chat the visitor sees your reply in the chat window. Text replies are limited to 600 characters. You need access to Call History to reply.
• Analytics leave text conversations out, and they use no minutes.
• Opening a written conversation shows the heading Conversation and a message count instead of a call length. When the agent used a tool, such as booking an appointment, the transcript shows a small note like Used tool: book_appointment in place, so you can see what the agent did between messages.

Exporting Call Data (Reports) #

Download your calls as a CSV file you can open in Excel or Google Sheets.

1. Open Reports from your account menu (your name, top right) (/dashboard/reports).
2. Click New report and pick a report:
   • Call log (inbound): one row per call with time, agent, caller, length, billed minutes, status, the caller's message, the AI summary and the call insights (outcome, sentiment, quality score and your extracted fields).
   • Outbound call results: one row per outbound call across all campaigns (plans with outbound calling).
   • Appointments booked: every appointment the AI booked, with its time and status.
   • Usage by agent and day: calls, answered calls, bookings and billed minutes per agent per day. Counts match the Analytics page.
   • Website leads: visitors who left their details on your website widget (plans with the website widget).
   • Client usage (resellers only): calls, billed minutes and your monthly price for each client account you manage.
3. Pick a date range of up to 366 days and, if you like, specific agents. Dates and times in the file use your account time zone.
4. Click Create report. It is prepared in the background, so you can keep working. When it is ready you get a pop-up and an entry in the notification bell (top right). Tick Email me when it is ready to also get an email with a download link.

Good to know:

• Transcripts and recordings are not in the file. The AI summary is included. Read the full transcript or play the recording on each call's page, or receive transcripts automatically through webhooks.
• Files are kept for 7 days, then deleted. Create the report again if you need it later.
• Download links ask you to sign in first, so a forwarded email never exposes your call data. Only the person who created a report can download it.
• A report holds up to 250,000 rows. If it reaches that, pick a shorter date range.
• Up to 2 reports can be in preparation at once per account, and up to 20 per day. To make room, click Cancel on a report that is still being prepared. A report that does not start within an hour, or stops part way, is marked Failed automatically so it never blocks new ones.
• In the notification bell, unread entries are highlighted. Click anywhere on an entry to open it: a report downloads, a support reply opens its ticket.
• The Export CSV buttons on the Leads page and on a campaign's Contacts tab use the same background reports, so their files also appear on the Reports page.
• Team members see Reports only if their role includes exporting calls (Calls permissions on the Team page).

For a full copy of everything in your account (not just calls), use Exporting Data & Account Deletion.

Email Notifications About Calls #

NovaReps can email you a summary after each call, a notice when a call is transferred to your team, and a daily recap of the previous day's calls.

1. Switch each of these on or off from your profile settings.
2. To stop one from the email itself, use Unsubscribe from these emails at the bottom of the message, then confirm. This switches off only that type of email.
3. You can switch it back on from your profile settings at any time.

VIP and Blocked Callers #

If your plan includes caller lists, Caller lists appears in the sidebar, below Call History. Add a phone number to one of two lists, one at a time or up to 20 at once with Add several numbers:

• VIP: needs VIP callers and call transfer on your plan. When this number calls, NovaReps rings your agent's transfer number, either straight away or after a short greeting you write (up to 120 characters). If nobody answers, the caller goes back to the AI, which takes a message. This works on Twilio and Telnyx numbers. A VIP call in progress uses one of your simultaneous call slots, like any transferred call. A VIP call goes to the AI instead if your agent has no transfer number, or if you are outside transfer hours (unless you turn on Ring outside transfer hours for that number). Callers are matched on caller ID, which can be faked, so do not treat VIP as a security check.
• Blocked: choose Turn the call away (busy signal) (the caller hears a busy signal and no minutes are used), Play a short message, then hang up (a short line you write) or AI answers but never transfers (the AI takes a message and never rings your team).

Use Add VIP or Block a number at the top of the page: the form opens already set to that list, with Caller (number and a name or note), What happens (including a preview of what the caller will hear) and a collapsed More options section (ring outside transfer hours, expiry date). After you save, you return to that list. To move a number to the other list, open Edit, or use Move to VIP / Move to Blocked in the row menu. Add several numbers opens set to the list you are viewing. If a number is already on a list, the form tells you which one, and whether it has expired and just needs renewing.

An account can keep a limited number of numbers on its lists (200 unless your plan sets a lower limit). The page shows when each number last called.

In Call History, open the menu on any inbound call to Mark as VIP, Block number or Remove from caller lists. VIP and Blocked numbers show a badge next to the caller. Callers who hide their number are never matched.

Calls that were turned away (a limit was reached, or the number is blocked) are listed on the Turned away tab of Call History with the reason. The phone company still answers these calls, so the time the caller was on the line is billed like any other call; a busy signal is not billed.

To remove what a call contained, use Delete recording and transcript in the same menu. The call record and its billing stay.

Live Calls: Listen, Whisper and Take Over #

Live calls sits in the sidebar next to Call History. A number next to it shows how many calls are happening right now. If your plan does not include live call monitoring, the page explains how to add it (or, if your account is managed by a provider, to ask them). With it, the page lists the phone calls your AI agents are answering right now (caller, agent and how long the call has run) and refreshes every 10 seconds. Live calls covers incoming calls only: outbound campaign calls, website calls and test calls are not listed. Calls on an agent with an older voice setup are shown with a grey Not listenable tag and no buttons; switch the agent in its Advanced settings to listen to its calls.

If you can take calls over but have not verified a phone number yet, a notice above the list links to your profile. When you press Listen, the listening panel opens above the list with Whisper and Take over buttons for that call, and its row is highlighted.

• Listen: hear the caller and the AI live in your browser and read the transcript as people speak. The caller and the AI cannot hear you. If the connection drops, the page reconnects on its own, and you can press Reconnect. If you join partway through, the last lines of the conversation appear first. Press Stop listening or Close when you are done. A line "Listened to by" followed by your name is saved in the call transcript.
• Whisper: send the AI a short hint (up to 300 characters). The AI uses it from its next reply (after the caller next speaks) and does not say it out loud, and the caller does not hear it. The hint is saved in the transcript as a whisper from you.
• Take over: the AI tells the caller a colleague is joining, then your own phone rings (pick which of your verified numbers in Ring this number; the one you verified last is chosen for you) and the call moves to you. It needs call transfer on your plan and a verified number under My phone numbers in your profile: add the number, press Verify, then enter the 6 digit code we text you and press Confirm. Without a verified number, the Take over button is hidden and the notice above the list links to your profile. If someone else is already taking the call over, you are told so. If you do not answer within 20 seconds, the caller goes back to the AI. The transcript shows "Taken over by" followed by your name. A takeover ignores the agent's own transfer rules, business hours and your Blocked list, because a person chose it. Like any transferred call, it is billed for its whole length.

The platform can pause Live calls for everyone for a while; the page then says so and listening, whispering and taking over are unavailable until it is switched back on.

Team members need the live call monitoring permission, which account owners and the Admin role have by default. To tell callers they may be monitored, switch on Tell callers the call may be monitored under Call Monitoring on the agent: the greeting then ends with "This call may be monitored for quality."

Related Articles #

• Creating Your First Agent
• Account & Data Export/Deletion

Dashboard and Analytics Numbers Explained #

The Dashboard always shows the current calendar month, from the 1st to now, starting at midnight in your account time zone. Analytics (/dashboard/analytics) lets you pick the last 7, 30 or 90 days and filter by agent. Test calls are left out of both unless you tick Include test calls on Analytics.

Days on the charts and hours on Peak Hours (shown as 12am to 11pm) use your account time zone, shown at the top right of the Analytics page. Agency pages use the time zone of the reseller account. The Outbound Campaign Performance table lists campaigns that placed calls in the selected dates and counts only those calls, following the agent filter and the Include test calls setting. Numbers refresh when you reload the page or change a filter and can lag by up to 5 minutes.

If Analytics shows a locked page, it is not included in your plan. Upgrade under Billing, or ask your provider if your account is managed for you.