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The Call History screen gives you one-click access to every conversation handled by your AI agents. Quickly locate a call, export records for offline analysis, and drill-down into a full summary & transcript – all without leaving SquawkVoice Studio.

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Getting There

1
In the left navigation expand Optimize.
2
Select Call History.

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Search & Filters

Search

Query by Caller ID, Agent name, or Call SID. Typing fires a new server-side search and cancels the previous request so the table stays responsive.

Time Range

Choose Today, Last 7 Days, or Last 30 Days to limit results.

Pinned Only

Switch on Pinned only when you want to focus on the calls you saved for later review.

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Table Reference

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string
Identifier of the caller.
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timestamp
Call start time shown.
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duration
Total length (m s).
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status
Completed, In Progress, or Missed. Color-coded for quick scanning.
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string
AI agent that handled the call.
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string
Unique Call Identifier. Click the copy icon to copy to clipboard.
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string
Outcome label (e.g. Hangup, Caller-Hungup).
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button
Click View to open the Call Details drawer.
Click anywhere on a row to open the drawer. Pinned calls display a colored bar on the left edge so you can spot them quickly.

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Infinite Scrolling

Scroll to the bottom of the list and older calls load automatically – no paging controls needed.

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Pin Calls for Easy Follow-up

1
Hover any row and click the pin button on the left edge. You can also pin from inside the Call Details drawer.
2
Toggle Pinned only beside the filters to review just the calls you saved.
Pins are personal to your user account within the current account; teammates manage their own pinned lists.

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Export

Click Export to download all currently visible rows as a CSV file. The export respects any search or date filter that you have applied. Once ready, exported files are available for download under Manage → Data Exports.

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Call Details Drawer

Selecting View opens a side drawer with two sections:

Summary

AI-generated synopsis of the conversation, written in the agent’s Summary Language.

Transcript

Full chat-style transcript, labeling each turn — the AI agent, the Caller, and, on a transferred call, the live agent.
Additional information such as call duration, status, and disposition is also shown at the top of the drawer.

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Transfer Status in the Transcript

When a call is handed to a human, the transcript adds an Agent Handoff section below the AI conversation. Alongside the live agent’s turns it records the dial progress to the transfer destination, so you can see how far a transfer got even when it never connected:
  • Dialing transfer destination → Ringing transfer destination → Connected to transfer destination
  • Or an outcome instead: Transfer destination did not answer, Transfer destination was busy, Transfer failed, or Transfer was canceled.

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Advanced Transcript Viewer

The transcript viewer can show a richer, time-aligned view that combines messages with system actions executed during the call.

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Turn it on

  1. Open a call in the Call Details drawer.
  2. In the Transcript section, toggle “Advanced” on. When enabled, the app loads a merged transcript for that call.

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What you will see

  • AI and User messages as separate bubbles, with precise elapsed time badges.
  • System entries for actions that ran during the call, including:
    • Pre-Call actions (executed before the first utterance)
    • During-Call actions, flow API requests, and Transfer actions
    • Post-Call actions
System actions expand inline to show:
  • Method and URL
  • Request details: headers, query params, and body (when present)
  • Response details: status, latency, and response body
  • Updated variables written back to the interaction context
Hover over the elapsed time badge to see the absolute timestamp including milliseconds.
The merged transcript is fetched only when Advanced is toggled on. If no advanced data exists for a call, the viewer falls back to the regular transcript.

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Tips

  • Use Advanced mode to debug why an action was called and what data was returned.
  • Collapse request sections you do not need to reduce visual noise.
  • Sensitive values may be masked by your backend for security.

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Troubleshooting

  • If Advanced shows no entries, logs may take a short time to appear. Wait a few seconds and try again.
  • Some older calls may not include merged transcript data; in that case, the basic transcript will be shown.

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Tips & Best Practices

  1. Copy the Call SID when you need to reference a specific call in support tickets.
  2. Apply filters first, then Export to avoid large CSV files.
  3. Use the Call Details summary to quickly understand whether the customer’s query was resolved.

Call Analytics

Deep-dive into aggregated performance metrics.

Prompt Templates

Tweak prompts based on real conversations.