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Every call produces a record: who called, how long it ran, what was said, what happened, and what it cost. Call logs are where you find out whether your agent is actually any good.

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What’s on a call record

Filter by date, status, direction, type, or agent, and search across transcripts to find every call that mentioned a term.

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Reading calls well

Read transcripts rather than listening. It’s several times faster and mistakes are far more obvious in text.
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Start with the failures

Calls that ended without a booking, transfer, or message. Each one is a lost job with a written explanation of why.
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Then the transfers

Every escalation is either correct or a gap in the agent’s knowledge. Sort them into those two piles. See Transfer rules.
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Then the short calls

Calls under thirty seconds are usually hangups. A pattern of them early in the greeting means something about the opening isn’t working.
4

Fix the input, not the wording

Wrong price → knowledge base. Missing detail → caller types. Wrong hours → business profile.
Review daily for the first week, weekly after that. The first week is where you’ll find most of the problems, and fixing them compounds across every call that follows.

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Analytics

Aggregate views cover call volume over time, answered and completed rates, outcome mix, transfer rate, and average duration. Use them to spot trends; use individual transcripts to work out why.
Numbers tell you something changed. Transcripts tell you what to do about it. A rising transfer rate is a signal — the five transcripts behind it are the answer.

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Programmatic access

Everything here is available over the API, including transcript and recording retrieval as separately-permissioned scopes:
See the Calls API. To push call events into your own systems as they happen, subscribe to call.ended and call.transcript_ready — see Webhooks.