Who can use this feature?
- All users
- Available on all plans
The Calls page allows you to view all calls related to your scored accounts. You can view calls in list view or detail view.
Calls list view
See calls in a tabular format; each row in the table represents a unique record.
- Use search to find a particular record
- Use filters to narrow the results in the table
- Sort columns to change the order of data shown in the table
- Name
- Date
- Sentiment
- Account(s)
- Users
- Hover over the call name to open the detail view
Summary statistics
The summary area displays aggregate values and change for the following:
- Total calls: Number of calls for scored accounts
- Calls with negative sentiment: Number of calls that have been scored with a negative sentiment
- Negative sentiment calls on at-risk accounts: Number of calls that have been scored with a negative sentiment for an account labeled at-risk
Change (increase/decrease) is calculated using a rolling time window (default is 30 days).
Call detail view
The Call detail view displays information related to a single call record.
Attributes
See a summary of key information for the call:
- Video link
- Meeting date
- Duration
- Organizer
- Account
- Participants
- Source
- Description
- Call type
- Direction
- Start Time
- End time
- Private
- Language
- Purpose
- Tags
Overview
- View overall sentiment and explanation for why the sentiment was applied.
- Click edit to provide an alternate rating/feedback with the option to override the sentiment grade.
- View a timeline of key moments within the call.
Transcript
View the transcript of the call.