How to Use Call History

Every conversation Kai has had is recorded, transcribed, and searchable. Here is how to find calls, listen back, and review what happened.

What This Screen Is For

Open Dashboard > Calls to see every call Kai has handled. The header shows how many calls came in today next to the title. Use this screen to find a specific call, read what was said, listen to the recording, and hand off to the lead record if you need to follow up.

Two buttons sit at the top right:

  • New Call opens your phone system page so you can place an outbound call.
  • Filter Calls is reserved for an upcoming advanced filter UI. For now, use search and sort below.

Today's Call Analytics

The right-hand panel shows three live numbers, refreshed from today's calls:

  • Total Calls Today:How many conversations Kai has had since midnight.
  • Avg. Call Duration:Average length of today's calls in minutes and seconds.
  • Success Rate:Percentage of today's calls Kai marked as successful (the caller's goal was met).

Searching and Sorting

The search bar above the table searches across calls, transcripts, phone numbers, and agent names. Type any word the caller said and you will get every call where it came up.

Use the Sort by dropdown to reorder the list:

  • Latest First — newest calls at the top (default).
  • Longest Duration — surfaces the calls that ran the longest.
  • Status — groups calls by their outcome.
  • Quality Score — orders by Kai's call quality grading (highest first).

The Calls List

Every row in the table is one call. Click a row to expand it. The expanded row has two tabs:

  • Analysis — Kai's summary of what happened, the lead's name and number if captured, quality scores across four dimensions (conversation flow, information gathering, problem resolution, professionalism), and like/dislike feedback buttons.
  • Recording — the audio of the call so you can listen back.

You can also archive calls to hide them from the default view, or select multiple calls to bulk-archive. Toggle Show Archived to bring them back.

Opening a Full Call Page

Click into any call to open its dedicated page at /dashboard/calls/<id>. This view gives you everything about that one conversation:

  • Audio player with playback speeds from 0.5x up to 2x. Your speed choice is remembered for next time.
  • Full transcript with speaker labels and timestamps. Click any timestamp to jump the audio to that exact moment.
  • Stereo recording when available — caller on one channel, Kai on the other, so you can isolate either side.
  • Call insights panel with the summary, lead contact info, agent name, and outcome.
  • Eval results showing whether the call passed your prompt-adherence checks. Click into the eval to see why each check passed or failed.
  • Run new eval button if you want to re-run a check after editing your prompt.
  • Previous / Next arrows at the top to step through calls without going back to the list.

Turn a Transcript Moment Into a Rule

On the call detail page, highlight any sentence in the transcript with your mouse. A small popup appears giving you the option to turn that moment into a rule for Kai — for example, “always confirm the caller's phone number after they spell it.”

Confirm the rule and it goes into your agent's instructions on the next call. See How to Customize Your Agent for more.

Related

    How to Use Call History | KaiCalls Help