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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.

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 OpenAI GPT-4o-mini 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.