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This capability is in beta. Behavior can change before general availability.
At the end of this page, you can find any call, see why it ended as it did, and export or remove its data. The Calls page shows phone and web calls from every voice agent. A voice agent’s Activity page shows only its own calls.

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Before you start

Before you start, sign in to the dashboard and select the organization you want to work in.
  • Your role includes View conversations & calls.
  • To listen to or take part in a live call, you are in the voice agent’s Access list and have a seat. See Transfer calls.

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Find a call

1

Open Calls in the sidebar

History lists past calls for the date range at the top.
2

Choose Live or Test

Test shows the calls you started from the test panel.
3

Filter the list

Filter by Agent, Type or Status, or add a condition such as Outcome, End reason or From number.
4

Select a call

The call detail opens next to the list. Use the arrow keys to move to the previous or next call.
To keep a set of filters, open Saved views and select Save current view. You can make a view your default, or share it with everyone in the organization. Customise view chooses the columns: Time, Duration, Type, Agent, From, To, Status, End reason, Outcome, Sentiment, E2E latency, User and Call id.

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Read a call

The top of the call detail shows the Outcome, Sentiment, E2E latency, End reason, Recording consent, Caller rating and Summary. While the analysis runs, the call shows that analysis is still processing.

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Outcomes

Each call gets one outcome category. Tars checks the facts of the call first, in the order of this table. Only when no fact decides does the analysis model’s judgment set the outcome. Handing the call to another voice agent with Agent Transfer is not a transfer for the outcome. The call stays with an AI, so the analysis judges the outcome. Outcome reason names the fact that decided the outcome, such as Transfer connected or Caller never spoke. The analysis model’s own yes or no stays separate, as Model judged successful. For the codes in the API and webhooks, see Outcome and analysis and conversation.analyzed.

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Recording and transcript

The recording player plays the call at the speed you choose, skips 10 seconds back or forward, and pops out into its own window. You can also download the audio or copy a link to it. A Partial recording label means the recording covers only part of the call. With Everything except personal data, personal data is removed from the transcript and the analysis, but the audio is the original. The transcript shows each turn with the speaker. Turn on Details to see the tool calls, knowledge searches and other events between turns. Play from here plays the recording from a turn. Search the transcript, copy it, or select Download as TXT or Download as JSON.

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Other tabs

The caller panel shows Caller verified when the caller passed verification. Previous conversations lists the caller’s other conversations, including any that started after this call. The panel masks the caller’s phone and email with placeholders such as [[EMAIL_1]] until you select Show PII. The mask covers the panel only. The summary and transcript follow the call’s storage setting. Select Open user → to open the end user’s profile, or Open call in Conversations to open the call as a conversation. What a call keeps depends on its storage setting. With Basic details only, the call has no transcript or recording.

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Follow live calls

Open Live calls to see calls in progress. Calls appear the moment a voice agent answers or places them. Open a live call and select Listen. Your microphone is off while you listen. To leave, select Stop listening. To speak with the caller yourself, select Take over. In the confirmation dialog, select Connect microphone and allow microphone access. The voice agent goes quiet once your microphone connects. Hang up asks what happens to the caller when you leave. End call disconnects the caller and ends the call for everyone.

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Run the analysis again

Your role needs Build chat agents, voice agents, knowledge bases & tools. Re-run analysis shows only for an ended call that still keeps its content. Test calls, calls stored with Basic details only, and calls whose sensitive data was removed or whose retention period has passed cannot run the analysis again. Select Re-run analysis in the call’s actions to regenerate the summary, outcome and extracted fields from the saved transcript. It does not call the end user again. Configured updates to end-user profiles and the conversation.analyzed webhook event run again. Analysis configuration chooses The version that handled each call or Latest draft extraction configuration. To run it on several calls, select them in the list and choose Re-run analysis from Actions.

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Export calls

Exporting needs the Admin, Member or Auditor role.
1

Select the calls, then choose Export from Actions

The Export calls dialog opens.
2

Set the Export date range

This range applies only to the export.
3

Choose what to Include

Choose at least one: Call details (selected columns), Transcript, PII-scrubbed transcript, Data, Analysis, Recording URL or Detail log URL.
4

Choose CSV or JSON and start the export

The export runs in the background. You get a notification with a download link when it is ready.
Outcome in an export is the outcome category, such as Resolved by the agent. Analysis adds these columns:

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Remove call content

Remove sensitive data permanently removes the recording, transcript text, variable values, tool payloads and logs. The call record, analysis results and counters stay. This cannot be undone.
Delete call permanently removes the recording, transcript, summary, variables and logs. The call record stays as a Deleted call. Deleting call content does not refund the minutes the call used.
Remove sensitive data needs Build chat agents, voice agents, knowledge bases & tools. It shows only for an ended call that still keeps its content. Delete call needs the Admin role. Both actions are in the call’s actions menu. For several selected calls, choose Remove sensitive data or Delete calls from Actions. Deleted calls cannot be changed.

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Verify

A call you deleted shows Deleted call with the date and the member who deleted it. A call you removed sensitive data from keeps its details and analysis results, without the recording, transcript text or variable values. An export arrives as a notification with a download link.