Agent Runs

Find any call or chat your agents handled, narrow the list down, download what you need, and open one to see exactly what happened.

Every conversation is one run: a phone call, a web widget call or chat, or a test in the builder. Runs are listed on Agent Runs in the menu, newest first.

The run list

Each row shows the Agent name, the Call type (Inbound, Outbound, Web widget or Test), the Channel (Voice or Chat), the Contact, the Disposition, the Date and the Duration, plus the credits the run used. The time zone picker above the list sets the time zone for the Date column.

Filtering

Filters work together, and each one narrows the list further:

• Date Range: today, yesterday, the last 7 or 30 days, or your own dates, up to 90 days.
• Agent: one workflow.
• Type: inbound call, outbound call, web widget, chat or test call.
• Disposition: up to five outcomes at once, from the outcomes your agents define.
• Sentiment: positive, neutral or negative.
• Duration: a preset range such as 1-3 min, or your own.

More filters adds Channel, Contact Number, Called Number, Campaign ID and Run ID, for tracking down one conversation.

Downloading

Tick runs to download just those, or leave them all unticked to download every run that matches the filters. Download offers:

• Details (spreadsheet): one row per run.
• Transcripts (zip): up to 500 per download.
• Recordings (zip): up to 50 recordings or 300 MB per download.
• Raw data, every run that matches (CSV): everything in one file.

Reviewing a run

Click a run to open it. The page is titled with the kind of run, such as Incoming call, Outgoing call or Website chat, and holds:

• A player for the recording, and Show transcript to read the conversation beside it. In a chat, the transcript also shows the pictures, files and other media each reply sent.
• Download, to save the recording, the transcript, the call details or everything at once.
• Test again, to start a fresh test, and Edit agent, to open the workflow.

Below the player, the run's details are grouped:

• Summary: a short summary of the conversation, when the agent writes one.
• Your call analysis: your own after-call analysis, when the agent has one. Set it up in the workflow's Settings, under After the call.
• Call review: the Outcome your agent recorded, then the contact's Sentiment, a Quality score out of 10, and anything the analysis Flagged.
• Call: the numbers, when it started, how long it lasted and how it ended, then the tools the agent used.
• Before the call: what a contact lookup on the start step found.
• Contact details: what the call started with, from a campaign list or the API.
• Collected during the call (or during the chat): what the agent noted and what its tools sent back.

A group only shows up when it has something in it.

Dispositions

The disposition is how a run ended: one of the outcomes your agent defines, or how the call ended when no outcome was set, such as Contact hung up, Reached voicemail or Hit max length.