Call Browser

The call browser allows you to retrieve and view call data from the CallStudio database. You can filter and sort calls based on different criteria, such as date, agent, and sentiment score.

Viewing realtime calls

You can view current active calls in call studio as follows:

1. Navigate to the call browser by clicking the Calls button in the navigation bar.
2. Navigate to the Active calls section.
3. Here you can view all the active calls in the system. You can filter and sort the calls based on different criteria.

Viewing historical calls

You can navigate previous calls in call studio as follows:

1. Navigate to the call browser by clicking the Calls button in the navigation bar.
2. Navigate to the Browse tab.
3. Here you can view all the calls in the system. You can filter and sort the calls based on different criteria.

Filtering calls

The calls can be filtered based on the different attributes of the call. You can filter the calls based on the following attributes listed in the table:

Basic Call Attributes

The following table lists the basic call attributes that can be used to filter calls. Customisations may influence the available attributes.

Attribute	Type	Description	Example
Date	Date	The date of the call.	2021-01-01
Call ID	Text	The unique identifier of the call.	1234
Agent ID	Text	The agent who handled the call.	johndoe-1
Language	Category	The language of the call.	en
Sentiment Score	Number	The sentiment score of the call.	0.8
Issue Type	Text	The issue type of the call.	Complaint
Agent Talking %	Number	The percentage of time the agent was talking.	0.5
Client Talking %	Number	The percentage of time the client was talking.	0.5
Duration (s)	Number	The duration of the call in seconds.	100
Silence Duration (s)	Number	The duration of silence in the call in seconds.	100
Agent Talking duration (s)	Number	The duration in seconds the agent was talking.	100
Client Talking duration (s)	Number	The duration in seconds the client was talking.	100
Agent/Client Talking ratio	Number	The ratio of agent talking time to client talking time.	1.0
Client words/sec	Number	The number of words spoken by the client per second.	2.0
Agent words/sec	Number	The number of words spoken by the agent per second.	2.0
Client Sentiment Score	Number	The sentiment score of the client.	0.8
Agent Sentiment Score	Number	The sentiment score of the agent.	0.8
Client Sentiment Label	Category	The sentiment label of the client.	Positive
Agent Sentiment Label	Category	The sentiment label of the agent.	Positive
Topics	Text	The topics of the call.	Sales
Transcript	Text	The transcript of the call.	Hello

Searching in the call browser

The call browser offers information retrieval capabilities. There are two ways to search for calls:

1. Simple search: You can search for calls using the search bar. The search bar allows you to search for calls based on simple keyphrase text matching.
2. AI-powered search: You can search for calls using the AI-powered search. The AI-powered search allows you to search for calls based on human-language query. It will understand the purpose of the search and return relevant results. This allows you to access calls where simple text matching or filtering cannot be used to obtain such information. For example, you can query:
   • "calls where clients want to renew a subscription",
   • "give me calls where clients said they will switch their subscription".
   • "calls about billing and the was unresolved".

AI-powered search & filtering

If you enable AI-powered search, the filtering features will be disabled. We are working on resolving this limitation.