Call analytics and transcripts

The Analytics page lists every conversation session your tenant’s assistant has handled. You can filter by date, outcome, channel, and language. Each session opens into a detail page with its metadata and the full turn-by-turn transcript.

Prerequisites

Steps

Step 1

call-analytics-and-transcripts, step-01

Action: Click Analytics under Overview in the sidebar.

What you should see: A filter bar offers Start Date, End Date, Outcome, Channel, and Language. Below it, the Session History table lists sessions. Each row has Session ID (first 8 characters), Date, Duration, an Outcome chip, Language, a Channel chip, Contact (the caller number or customer email when known), and a View action.

Step 2

call-analytics-and-transcripts, step-02

Action: Narrow the list with the filters. Open the Outcome dropdown to pick a result, set a date range, or pick a channel or language.

What you should see: Outcome offers All, Completed, Abandoned, and Failed. Channel offers All, Voice, Chat, and Email. Language offers All, English, and Spanish. The table refreshes as you change filters. An empty result shows “No sessions found”.

Step 3

call-analytics-and-transcripts, step-03

Action: Click View on a session.

What you should see: The session detail page opens with a “Back to Analytics” link and the session id in the title. The Session card on the left shows Language, Started, Ended, Outcome, Turns, and whether Translation was enabled. The Transcript card on the right shows the whole conversation as chat bubbles: bot turns on the left, customer turns on the right. Each bubble is labeled with its turn number and timestamp.

Troubleshooting

“No sessions found”: the tenant has no sessions matching the filters. Clear the filters, or generate a session by running a short chat in the text test drive.

“Error loading transcript” on the detail page: the session index and the transcript store are separate, and older sessions can outlive their transcript. Recent sessions show the full transcript; rerun a conversation if you need a fresh one.

“Error loading data” in the table: the session query failed. Reload the page; if it keeps failing, sign out and back in.

You need the full session id: the table shortens it to 8 characters, but the detail page URL contains the complete id.

Notes

Routes: /analytics and /analytics/sessions/:callId. Source components: pages/analytics/AnalyticsPage.jsx and pages/analytics/SessionDetailPage.jsx in the portal app.

The detail page is text only; there is no audio playback. Voice sessions appear with their transcribed turns.

The captures were taken in the Demo Auto Shop tenant as its owner, so the transcript shown is a service-booking conversation for that shop.

Test drive runs (text and voice) are recorded as sessions on the Web channel, so this page is also the easiest way to review your own test conversations.