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Call Detail Modal

Clicking any call in the Calls list opens a detail modal with full call information organized into tabs.

Call Detail Modal

Call Detail Modal

The call detail modal showing call info, recording playback, and AI analysis.

Overview Tab​

The overview tab displays:

  • Call metadata — direction, start/end time, total duration, talk time, ring time, hold time
  • Parties — caller number, callee number, answering extension, answering queue
  • Quality — MOS score with color indicator
  • Routing path — each state the call passed through (auto-attendant → queue → extension, etc.)

Recordings​

If the call has recordings, an inline audio player appears. You can play, pause, scrub, and adjust volume directly in the modal. For calls with multiple recordings (e.g. transfers), each recording is listed separately with its filename.

Transcript​

If the call has been transcribed, the transcript is displayed with:

  • Stereo calls — separate "Caller" and "Agent" sections with color-coded backgrounds (blue for caller, green for agent)
  • Mono calls — full transcript text in a single block

Transcription happens automatically via the local Whisper model when recordings are received. No audio is sent to external services.

Redacted Transcripts

If PII/PCI redaction is enabled for the tenant, sensitive data such as credit card numbers and email addresses is replaced with tokens like [CARD REDACTED] or [EMAIL REDACTED] before the transcript is stored. Redaction is destructive by design — the original text is never kept.

Compliance & QA Panel​

If the call has been evaluated against compliance rules or scored by AI QA, two cards appear at the top of the AI Analysis tab:

  • Compliance — the compliance score (0–100) with a pass/fail indicator. Failing calls list each violated rule with its severity badge and an evidence quote from the transcript (for prohibited phrases) or an explanation of what was missing (for required phrases). If any AI-mode rules could not be evaluated (e.g. the AI provider was unavailable), a warning is shown.
  • QA Scorecard — the overall AI QA score (0–100) with a per-category breakdown. Each rubric category shows its score as a color-coded progress bar (green ≥ 80, yellow ≥ 60, red below) with the AI's one-line comment. Below the categories, the card lists the agent's identified strengths and a specific, actionable coaching tip.

Calls are evaluated automatically after transcription. Historical calls can be scored via Re-evaluate Range on the Compliance page, and individual calls can be QA-scored on demand from the Compliance Overview.

AI Analysis Tab​

If AI analysis has been generated (either via auto-summarize or on-demand), this tab shows:

  • Summary — a concise paragraph describing what happened on the call
  • Sentiment — overall sentiment (positive / neutral / negative) with confidence score, caller mood, and agent performance assessment
  • Topics — key topics discussed (e.g. "billing inquiry", "service cancellation")
  • Resolution — whether the call was resolved, unresolved, or requires follow-up
  • Action Items — specific follow-up actions identified from the conversation
  • Key Phrases — notable phrases extracted from the transcript
On-Demand Analysis

If auto-summarize is disabled, you can trigger AI analysis for any individual call by clicking the "Analyze" button in the modal. This sends the transcript to the configured AI provider and returns results in a few seconds.

Share Button​

A Share button in the modal header generates a one-time secure link. See Sharing Transcriptions for details.