> ## Documentation Index
> Fetch the complete documentation index at: https://docs.callem.ai/llms.txt
> Use this file to discover all available pages before exploring further.
# Calls
> Browse call history with transcripts, recordings, call analysis, and engagement data.
# Calls
The Calls section is your central hub for reviewing every conversation your agents have handled. Browse call history, read transcripts, listen to recordings, and inspect call analysis data.
## Call List
Navigate to **Monitor > Calls** to see a paginated list of all calls.
### Columns
| Column | Description |
| ----------------- | ------------------------------------------------------------------------------------------ |
| **Caller** | Phone number of the caller |
| **Agent** | Which agent handled the call |
| **Duration** | Length of the call in seconds |
| **Status** | `completed` or `live` |
| **Engaged** | Whether the call was a meaningful conversation (vs. voicemail, hang-up, short interaction) |
| **Call Analysis** | Extracted analysis values (if configured on the agent) |
| **Date** | When the call occurred |
### Filters
The filter bar lets you narrow results using multiple criteria simultaneously:
| Filter | Description |
| ------------------- | ------------------------------------------------------------------------------- |
| **Date range** | Start and end date/time picker |
| **Duration** | Minimum and maximum call duration slider (in seconds) |
| **Agent** | Multi-select dropdown to filter by one or more agents |
| **Advanced Filter** | Structured conditions on call-level fields and call analysis fields (see below) |
| **Search** | Free-text search across caller number and transcription content |
#### Advanced Filter
The advanced filter lets you build conditions on both **call-level fields** and **call analysis fields**, with full operator support — matching the same filter capabilities available in [Analytics](/monitor/analytics) and [Alerting](/monitor/alerting).
**Call-level fields:**
| Field | Type | Description |
| ---------------- | ------- | ---------------------------------------------- |
| **Engaged** | Boolean | Whether the call was a meaningful conversation |
| **Transferred** | Boolean | Whether the call was transferred to a human |
| **Voicemail** | Boolean | Whether the call reached voicemail |
| **Interactions** | Number | Number of back-and-forth exchanges |
**Call Analysis fields** are loaded dynamically from your agent configurations (e.g. `sentiment`, `leadQuality`, `appointmentBooked`).
**Available operators by field type:**
| Field Type | Operators |
| ------------ | ---------------------------------- |
| **Number** | `=` `≠` `>` `>=` `<` `<=` `Exists` |
| **Boolean** | `=` `Exists` |
| **String** | `=` `≠` `Contains` `Exists` |
| **Selector** | `=` `≠` `Exists` |
The `Exists` operator lets you filter for calls where a field has any value ("Has value") or is empty ("Is empty") — useful for filtering calls where a specific analysis field was or wasn't extracted.
You can add multiple conditions. Each condition is applied as an AND filter.
### Live vs. History Mode
Toggle between two modes using the **Live / History** switch:
| Mode | Description |
| ----------- | ----------------------------------------------------------------------------------------------------------------------------------- |
| **History** | Paginated server-side data with full filtering. Load more results or adjust page size (default: 20). |
| **Live** | Real-time view of active calls via WebSocket. Shows calls currently in progress with a live badge. Filters are applied client-side. |
***
## Export
Export your call data as a CSV file sent directly to your email.
### How to Export
1. Apply filters (date range, agents, search, advanced filters) to select the calls you want to export
2. Click the **Export** button in the top-right corner (visible when not in live mode and there are calls matching your filters)
3. In the export modal, select the fields to include in the CSV
4. Click **Export CSV** — the file will be generated and sent to your authenticated email address
### Exportable Fields
**General fields:**
| Field | Description |
| ------------- | --------------------------------------- |
| Date | When the call occurred |
| Duration | Call length in seconds |
| Caller Number | Phone number of the caller |
| Called Number | Phone number that was called |
| Agent | Name of the agent that handled the call |
| Evaluation | Call evaluation result |
| Summary | AI-generated call summary |
| Engaged | Whether the call was engaged |
| Interactions | Number of back-and-forth exchanges |
| Transferred | Whether the call was transferred |
**Call Analysis fields** — all custom analysis fields configured on your agents are available for export. You can select individual fields or include all analysis fields at once.
### Limits & Delivery
* Exports are capped at **10,000 calls** (most recent first based on applied filters)
* The CSV file is delivered as an **email attachment** to the authenticated user's email address
* Transcriptions are excluded from exports to keep file sizes manageable
* Rate limit: **5 exports per minute** per user
For security, the export is always sent to the email address of the currently authenticated user. The recipient cannot be changed.
***
## Call Detail
Click any call to open the detail drawer:
### Workflow Journey Timeline
For calls handled by a **workflow agent**, a visual timeline appears at the top of the call detail. It shows each workflow node the call traversed during the conversation.
| Information | Description |
| ----------------- | ----------------------------------------------------------------------- |
| **Node name** | The name of each workflow node (e.g. "Qualification", "FAQ", "Booking") |
| **Duration** | Time spent on each node, in seconds |
| **Token metrics** | LLM token consumption per node (input tokens, output tokens, total) |
The timeline is rendered as a **segmented color bar** where each segment's width is proportional to the node's duration. Hover over a segment to see detailed metrics in a tooltip. Click a segment to seek the audio recording to that point in the call.
A legend below the bar lists each node with its color, name, and duration.
The workflow journey timeline only appears for workflow agent calls. Single-prompt agent calls do not have this section.
### Transcript
The complete conversation transcript showing each exchange:
* **User** — what the caller said (transcribed from audio)
* **Assistant** — what the agent said (generated by the LLM and spoken via TTS)
#### Node Change Indicators (Workflow Calls)
For workflow agent calls, the transcript includes **visual separators** that mark when the conversation moved from one workflow node to another:
| Event | Icon | Description |
| ---------------- | ----- | ----------------------------------------------------------------------------------- |
| **Agent Start** | Play | The first node became active at the start of the call |
| **Agent Change** | Arrow | The conversation transitioned from one node to another (e.g. "Qualification → FAQ") |
| **Agent End** | Stop | The final node completed |
These indicators appear inline within the transcript, showing exactly when each node transition occurred relative to the conversation. Each indicator displays the node name(s) and timestamp.
### Recording
Play the full audio recording of the call directly in the browser with playback controls.
### Call Analysis
If [call analysis](/build/agents#call-analysis-tab) is configured for the agent, you'll see extracted structured data:
* **Text fields** — free-form extracted information (e.g. summary, key points)
* **Selector fields** — categorized values (e.g. sentiment: positive, lead quality: hot)
* **Number fields** — numeric values (e.g. satisfaction score: 4.5)
* **Boolean fields** — yes/no determinations (e.g. appointment booked: true)
### Metadata
| Field | Description |
| --------------------------- | ---------------------------------- |
| **Call ID** | Unique identifier |
| **Caller / Called numbers** | Full phone numbers |
| **Duration** | Total call length |
| **Engagement** | Whether the call was engaged |
| **Transferred** | Whether the call was transferred |
| **Total interactions** | Number of back-and-forth exchanges |
| **Created / Updated** | Timestamps |
## API Access
Call data is available through the [Public API](/api-reference/calls/list-calls) for integration with CRMs, data warehouses, or custom dashboards.
***
# Chats
The Chats section works similarly to Calls but for text-based (web widget) conversations.
### Filters
| Filter | Description |
| ------------------- | ---------------------------------------------------------------------- |
| **Date range** | Start and end date/time |
| **Agent** | Multi-select agent filter |
| **Search** | Search by session ID or message content |
| **Advanced Filter** | Structured conditions on call-level and analysis fields with operators |
| **Live / History** | Real-time vs. historical mode |
### Chat Detail
Click a chat to see the full message history with timestamps, tool invocations, and knowledge base retrievals. If [call analysis](/build/agents#call-analysis-tab) is configured for the agent, it runs automatically at the end of each chat session; the extracted data is stored on the chat record and can be used in analytics and filters.