Reading a call's detail page
Click any call in your call logs to open Call Details — the full record of one call. Here you'll find the recording and transcript, the AI's analysis (summary, sentiment, resolution, and recommendations), the processing pipeline status, and, for calls that went to a person, the human-handling grade. Banners at the top flag special cases like blocked callers, spam, or Google Business calls.
Before you start: open a call from Monitoring → Call Logs.
What's on the page
- Banners (when they apply): Caller Blocked — DND Active, Caller Flagged — On Your Watchlist, Google Business Call (Duplex), IVR System Call — Excluded from Metrics, or Spam/Robo Call — Excluded from Metrics (with a Restore to Normal button).
- Summary header — a health score, the resolution status (e.g. Call resolved, Escalated to human, Ended abruptly), duration, turns, and the AI Score.
- Overview cards — Direction, Caller, durations, and Pickup Status. On transferred calls you'll see Total Duration, AI Handled, and Human split out.
- Call Recording — an audio player; the orange marker shows where the AI handoff happened.
- AI Analysis — summary, sentiment, key issues, audio-quality notes, and improvement recommendations.
- Processing Pipeline — the steps a call moves through, in two phases (Data Ingestion and AI Analysis), each marked complete, pending, failed, or not applicable.
- Human Call Analysis — appears on transferred calls; see How is a transferred call to a human graded?.
- Gap Analysis — any gaps found on the call.
Fix a wrong classification
- If a real call was tagged spam, click Restore to Normal to put it back in your metrics.
- If the pickup status is wrong, you can correct it — see How do I correct a call's pickup status?.
How it works
The Processing Pipeline card mirrors the real journey each call takes — ingestion, audio, transcription, AI analysis, pickup detection, and gap analysis. If a step shows pending, that work simply hasn't finished yet (recordings can lag a few minutes). See How SuperLedger analyzes a call, start to finish.