Call Logs

Call logs provide a complete record of every call, including transcripts, recordings, and metadata.

Accessing Call Logs

Navigate to Analytics → Call Logs to view all calls.

Call List View

The list view shows:

Sorting & Filtering

Sort by any column and filter by:

• Date range
• Agent
• Outcome (resolved, transferred, etc.)
• Duration range
• Sentiment
• Phone number

Quick Search

Search across all calls by:

• Phone number
• Transcript content
• Agent name

Call Detail View

Click any call to see full details:

Overview

• Call ID - Unique identifier
• Start/End Time - Precise timestamps
• Duration - Total call length
• Direction - Inbound or outbound
• Agent - Which agent handled the call
• Phone Number - Number used

Transcript

Full text of the conversation:

[00:00] Agent: Thank you for calling Acme Support. How can I help you today?
[00:03] Caller: Hi, I need to check on my order status.
[00:06] Agent: I'd be happy to help. Could you provide your order number?
[00:10] Caller: It's ABC-12345.
[00:12] Agent: Let me look that up for you...

Transcript Features:

• Timestamps for each turn
• Speaker identification
• Searchable text
• Downloadable as text file

Recording

Audio recording of the call:

• Play/pause controls
• Seek to any point
• Playback speed adjustment (0.5x - 2x)
• Download audio file

Intent & Actions

What the caller wanted and what the agent did:

Detected Intents:

• Order status inquiry
• Shipping question

Actions Taken:

• Retrieved order information
• Sent tracking link via SMS

Metadata

Additional call data:

1
{
2
  "caller_location": "San Francisco, CA",
3
  "device_type": "mobile",
4
  "carrier": "Verizon",
5
  "call_quality_score": 95
6
}

Sentiment Analysis

AI-analyzed caller sentiment throughout the call:

• Overall Sentiment - Positive/Neutral/Negative
• Sentiment Timeline - How sentiment changed during the call
• Key Moments - Points where sentiment shifted

Bulk Operations

Select multiple calls to:

• Export to CSV
• Download recordings
• Add tags
• Delete (if permitted)

Call Quality

Each call includes quality metrics:

• Audio Quality - Clarity of recording
• Transcription Confidence - Accuracy of transcript
• Network Quality - Connection stability

Compliance Features

Redaction

Sensitive information can be automatically redacted:

• Credit card numbers
• Social security numbers
• Custom patterns

Audit Trail

Track who accessed call records:

• User who accessed
• Timestamp
• Action taken

Export Options

Individual Call

Download for a single call:

• Transcript (TXT/JSON)
• Recording (MP3/WAV)
• Metadata (JSON)

Bulk Export

Export multiple calls:

$
curl -X POST https://api.meetgail.com/v1/calls/export \
>
  -H "Authorization: Bearer $API_KEY" \
>
  -d '{
>
    "date_range": {
>
      "start": "2024-01-01",
>
      "end": "2024-01-31"
>
    },
>
    "include": ["transcripts", "metadata"],
>
    "format": "csv"
>
  }'

Retention & Deletion

Retention Periods

Manual Deletion

Delete specific calls:

1. Select calls to delete
2. Click Delete
3. Confirm deletion

Next Steps

• Analytics Overview - See high-level dashboards and analyze trends