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Call history

Every call your agents make or take is saved with its recording, a short summary and the full transcript. Use Call History to check what was said, settle a question with a customer, or improve your agent.

You will need: at least one call, even a test call.

1. Open Call History and find the call

Section titled “1. Open Call History and find the call”

Open History > Call History. The newest calls are at the top. To find one:

  • Type in Search by name, number or Call ID.
  • Use Any outcome to show only Answered, No answer, Busy, Rejected, Voicemail or Failed calls.
  • Press All, Inbound or Outbound to show calls in one direction.
  • Use View to choose which columns show.

2. Open a call

Section titled “2. Open a call”

Press the eye icon on the row. Call Details opens with the Call ID, the recording player, the agent and the person on the call. Overview shows the Classification, the Sentiment and a Summary of the call in a few points.

3. Read the transcript

Section titled “3. Read the transcript”

Open the Transcript tab to read every line, agent and caller, in order. Download Transcript saves it as a PDF with the Call ID, date, agent and participant.

If the call was part of a campaign that saves answers, an Extracted Data tab shows them. The Instructions tab shows the agent’s instructions and the Variables used on that call.

4. Get a detailed analysis (optional)

Section titled “4. Get a detailed analysis (optional)”

Press Detailed Analysis in Call Details for a deeper look at a longer call.

Common failures

Section titled “Common failures”
Detailed Analysis says "Detailed analysis requires a minimum of 5 messages."

The call was too short to analyse. It works on calls with at least 5 lines in the transcript.

Download Transcript says "Please allow popups to download PDF"

Your browser blocked the window that makes the PDF. Allow popups for the Foan dashboard in the address bar, then press Download Transcript again.

Overview says "No Analysis Available" on a call that just ended

Each call is analysed automatically a few minutes after it ends. Check back shortly.

The transcript has words the caller did not say

Transcripts are written by machine and can have mistakes. The recording is the true record of the call: play it to check.

Many calls show No answer or Busy

Those are calls the other person did not pick up. That is normal, especially in campaigns.

Next steps

Section titled “Next steps”