Calls and reports

Recordings, transcripts, outcomes and exports for you and your clients.

Every call your agents handle is logged with its recording, transcript, summary and outcome. You use the Calls page to check quality and follow up, and Analytics to show clients what their agent is achieving.

The Calls page#

Click Calls in the sidebar. From the agency-wide view you see calls across all your clients. When you are viewing as a client, you see only that client’s calls. Each agent’s own calls are also listed on that agent’s page.

Each row shows who called or was called, the agent, the outcome and the review status. Calls from your public share page or embed are labelled “Website call”, and browser test calls are labelled “Test call”. Click any row to open the call.

Find calls#

The main toolbar is always visible:

Direction: “All Calls”, “Inbound” or “Outbound”.
Agent: “All Agents” or a single agent.
“From” and “To” dates.
Search with “Search by phone number…”.

Click “More filters” (the sliders icon) for the rest:

Filter	Options
Status	All statuses, or the call’s technical state: registered, ongoing, ended, error, not connected.
Source	All sources, Website calls (public share page and embed), or Phone & test.
Review	All reviews, Unreviewed, Reviewed, or Needs follow-up.
Outcome	Type an outcome. Calls are scored `successful` or `unsuccessful`, or have no outcome.

If you open Calls from the attention list on your dashboard, a “Requiring attention” chip filters the list. Click its ✕ to clear it.

Inside a call#

Clicking a call opens a panel on the right. The header shows the direction, outcome, review status, the caller, the line they reached, the agent, the start time, duration and sentiment. If there is a recording, a player sits under the header.

Tab	What’s in it
Summary	The AI call summary; Success, Sentiment, Duration and Cost; the post-call analysis fields; What happened next (the automations that ran for this call); and the Review & follow-up panel.
Conversation	The transcript. Search it with “Search transcript…” or copy it with “Copy all”. When there is a recording, you can jump the audio to a point in the transcript.
Context	The matching contact, the call path (phone line, direction, answering agent, routing), the agent, and which client workspace the call belongs to.
Technical	Status, call type, start and end times, response latency, the reason the call ended, agency cost, and the call IDs.

At the bottom, “Copy transcript” copies the whole conversation, “Recording” opens the audio file, and “Open full page” opens the call on its own page, with the recording, transcript, summary, overview, analysis, review and automation runs in one view.

The post-call analysis fields are the ones you set up on the agent, such as an appointment date or a lead score. See Build an agent.

Review calls#

Reviewing gives you a simple quality loop: mark what you’ve checked and flag what needs action. Owners, Admins and client admins can review. Client members see the review but can’t change it.

One call

Open the call
Click the call on the Calls page.
Set the review
In “Review & follow-up”, choose a “Status”: Unreviewed, Reviewed or Needs follow-up. Add “Notes” and comma-separated “Tags” if you want.
Save
Click “Save review”. For a quick pass, “Mark reviewed” in the header does it in one click.

Many calls at once

Tick the checkboxes on the left of the list (or the header checkbox for the whole page). A bar appears with “Mark reviewed”, “Needs follow-up”, “Mark unreviewed”, and a box to “Add tags”.

Tip

A good routine: each morning filter Review to Unreviewed, listen to anything with an unsuccessful outcome, and mark the rest reviewed. Use Needs follow-up plus a tag such as “callback” for calls a person must act on.

Saved views#

Set up the filters you use often, open “More filters”, click “Save view” and name it. Pick it later from the “Saved views” list. To delete the selected view, click the trash icon next to it.

Note

Saved views are stored in your browser. They don’t follow you to another computer or browser, and your teammates don’t see them.

What your clients see#

Your clients see Calls in their own portal, limited to their workspace. They get the same recording, transcript, summary and analysis you do, with these differences:

Cost is never shown to client users: not on the call, not in Reports, and not in exports.
In the calls export, client users get Wozena’s internal call ID instead of the Retell call ID.
Client members can view calls but can’t review them, and don’t see Reports.

What each client role can do is covered in Team, roles and invites.

Export calls#

On the Calls page, click the “Export CSV” download icon. The file is calls.csv. It uses your current filters and holds up to 10,000 calls, so narrow the dates for bigger exports.

Column	What it holds
`created_at`	When the call started.
`call_id`	For agency users, the Retell call ID. For client users, Wozena’s internal call ID.
`direction`	Inbound or outbound.
`from_number`	The calling number.
`to_number`	The number that was called.
`duration_ms`	Call length in milliseconds.
`status`	The call’s technical state.
`outcome`	successful, unsuccessful, or empty.
`business_success`	Whether the call met the agent’s success metric, if one is set.
`sentiment`	The caller’s sentiment.
`review_status`	Unreviewed, reviewed, or needs follow-up.
`review_tags`	Tags added during review.
`source`	`public` for calls from your share page or embed, `private` for phone and test calls.
`provider_cost_cents`	What the call cost, in cents. Agency users only.

Analytics and Reports#

Click Analytics in the sidebar. Your clients see the same page as Reports, limited to their workspace. Owners, Admins and client admins can open it. Client members see “Analytics isn’t available for your role”.

Choose “Last 7 days”, “Last 30 days” or “Last 90 days”, and “All agents” or one agent.

Metric cards

Card	What it shows
Calls	Total calls in the range.
Success rate	The share of calls that were successful.
Minutes	Total call minutes.
Avg duration	Average call length, in seconds.
Cost	Total call cost. Shown to agency users only.

Charts

“Call volume over time”: total and connected calls per day.
“By outcome”: call results across the range.
“Sentiment”: how callers felt.
“Business results”: the values your agents extracted, for post-call fields marked “Show in analytics”. This section appears only when at least one field is marked. Set it up in Build an agent.
“By agent”: performance for each agent.
“By campaign”: completion across your outbound campaigns.

Tip

Business results is what clients care about most: bookings, qualified leads, reasons for calling. Mark the fields that prove the agent’s value with Show in analytics before your first monthly review with the client.

Export analytics#

On the Analytics page, click “Export CSV”. The file, calls-export.csv, follows the range and agent you selected and has one row per call.

Column	What it holds
`call_id`	The call’s ID.
`created_at`	When the call started.
`direction`	Inbound or outbound.
`status`	The call’s technical state.
`outcome`	successful, unsuccessful, or empty.
`sentiment`	The caller’s sentiment.
`duration_ms`	Call length in milliseconds.
`cost_cents`	What the call cost, in cents. Agency users only.
`from_number`	The calling number.
`to_number`	The number that was called.
`agent_id`	The agent that handled the call.
`client_id`	The client workspace the call belongs to.

Recordings and data retention#

Whether calls are recorded and how long call data is kept are set on each agent, not on the Calls page. If a client has rules about storing recordings, change that agent’s settings before it goes live. See Build an agent.

The audit log#

The audit log records every change made in your agency: who did what, and when. Owners and Admins can open it from Audit Log in the sidebar. It is hidden while you are viewing as a client.

Columns: When, Actor, Action, Target and Details. Click “View technical details” for the raw record.
Actions are written in plain language, such as “Changed a client permission”.
Filter by “All areas” (agents, clients, billing and so on), “Everyone” (one person), and a period from the last 24 hours to all time, or search with “Search action or target…”.
The whole history is available, 20 events per page, with the total shown above the table.
“Export CSV” downloads what you’re looking at (up to the newest 10,000 events), with each person’s name and email.

More on keeping your agency secure is in Security and access.

Common questions#

Why doesn’t my Outcome filter find “booked” calls?

The outcome is only ever successful or unsuccessful. To track business results like bookings, add a post-call analysis field on the agent and mark it Show in analytics.

A client says they can’t see Reports

They are probably a client member. Reports is available to client admins. Remove and re-invite them as Client admin if they need it. See Team, roles and invites.

My export stops at 10,000 calls

That is the limit per call export. Export in smaller date ranges and combine the files.

How do I find who changed something last month?

In Audit Log, pick the area (for example Agent), the period and, if you know it, the person. Export CSV to keep a copy or share it.

Stuck? Ask Ada or email support, or check Troubleshooting.

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