Calls¶

Every conversation an agent has — by phone, web, or test — is recorded as a call. The Calls area is where you review what happened.

Call types¶

Type	Where it came from
Phone	A real inbound call to a phone number.
Web	A visitor using an embed button on a website.
Test	A browser test call from the dashboard (not billed).

The calls list¶

The list shows recent calls with the agent, caller, time, duration, and outcome. Filter by client, agent, date range, or type to find what you need. Open any call for its full detail.

A call's detail¶

Each call captures:

Transcript — the full back-and-forth, turn by turn, with timestamps. On a live call the transcript streams in as it happens.
Recording — audio of the conversation you can play back.
Duration & cost — how long it ran and what it cost against the client's plan.
Outcome — whether it completed normally, was transferred to a human, or ended early.

Post-call analysis¶

Shortly after a call ends, Vocadesk adds an automatic analysis:

Summary — a short, readable recap of the conversation.
Sentiment — overall caller sentiment (positive, neutral, or negative).
Extracted data — the structured answers to your intake questions, pulled from what the caller said, plus anything captured by conditional instructions.

Summaries by email

Operators can have a summary emailed after each completed call — see Settings.

Following up¶

Use the summary and extracted data to follow up with callers — the agent's job is to capture the right information and route or escalate it, so a human can act on it quickly. For escalations during the call, see Call forwarding & transfers.

Call forwarding & transfers — Set the conditions under which an agent hands a call to a human, and understand exactly how the transfer behaves.
How Vocadesk works — A developer-level overview of the platform's services and how a call flows through them.
Getting started — From signing in to your first live call — the fastest path through Vocadesk.
Phone numbers — Attach a phone number to an agent so inbound calls are answered automatically.
Troubleshooting — Common issues with agents, calls, and embeds — and how to fix them.