What is the Call Details panel?
Click any row in the Call Log and the Call Details panel slides open beside the table. It is the complete record of a single call: the audio recording, the analysis and metadata, the full transcript, the data your script collected, and a notes area for your team. The same panel opens beside the Dashboard when you open a call from the Activity feed. The panel header reads Call Details above the contact’s name and the call’s date and time. On the right are a flask icon for building test scenarios (see Testing from a real call), a download icon for the PDF, and an X to close the panel. On a phone the panel opens full width, with a back arrow in place of the X. While a call is still in progress the panel updates live — the transcript streams in as the conversation happens, and the analysis and collected data appear shortly after the call ends. To listen in or step in, open the live call in the docked media player; see Live Monitoring. The panel has four tabs: Details, Transcript, Data and Notes.Recording
Directly under the header sits the call’s waveform, shown for every finished call whether or not anything is playing. The waveform is a view of the media player docked at the bottom of the page, not a separate player:- Press play (“Play this recording in the player below”) and the recording is handed to the docked player, which has the speed, skip and speaker controls.
- From then on the waveform here follows the docked player — click anywhere on it to jump to that point, and use its button to pause or resume. A mute toggle sits beside it.
- Click any bubble on the Transcript tab to jump the recording to that line.
Details tab
The first tab is a one-screen digest of the call, in three sections.Call Analysis
The results of Post-Call Analysis for the call. At the top you’ll see the crux of the call (a headline of eight words or less), a short summary and any recommended next steps. Below that, the Classification section lists the standard analysis fields — including the call’s Outcome, whether an opt-out was requested, whether recording/monitoring was disclosed and approved, whether a calendar booking was made, whether the contact asked for a human or asked if they were speaking to an AI, and a sentiment score from −1.00 (negative) to +1.00 (positive). The caller-name fields that post-call analysis also produces are used behind the scenes to match callers to contacts, and aren’t listed here. If your script defines its own analysis fields, they appear in a Custom Fields section with the labels you configured. A footer line records when the call was analysed and which outcome set was used. Where a value was established during the call itself — recording consent, for example — that in-call value is what you see; it is not second-guessed from the transcript afterwards. If the call hasn’t been analysed, the section reads No analysis available for this call.Editing the outcome
If the analysis picked the wrong outcome, hover the Outcome badge under Classification and a pencil appears (Edit call outcome). Click it to choose from the outcomes the call’s script uses — its custom outcome set, or the default inbound or outbound set — with No answer, Voicemail and Did not connect always offered on outbound calls. The change saves immediately (Call outcome updated) and shows up in the Call Log’s Outcome column and filter, the Dashboard and batch reports. See Outcomes.Call Objectives
If the call’s script defines Call Objectives, each objective is listed with its result:- A green tick — the objective was met
- An empty circle — the objective was not met
- A Pending badge — the result hasn’t been determined yet
Metadata
A field-by-field record of the call:Editing the end reason
Hover over the End Reason row and a pencil icon appears (Edit end reason). Click it to reclassify how the call ended, choosing from every end reason in the list — User Hangup, AI Hangup, Voicemail, Transfer, Dial No Answer and the rest. This is useful when the automatic classification got it wrong — for example, a call marked Voicemail that actually reached a person. The change saves immediately (End reason updated) and is reflected wherever the call appears, including Call Log filters. The full set of end reasons and what each means lives on the statuses reference. If the caller hung up, that is always what the end reason records — even if the assistant was in the middle of ending the call at the time.Transcript tab
The full conversation, rendered as chat bubbles — the assistant’s turns on the right, the contact’s on the left, labelled with the contact’s first name. If the call produced no conversation, the tab reads No transcript available. On live calls the transcript streams in as the conversation happens, and a scroll-to-latest button appears if you’ve scrolled up while new turns arrive.What produced each line
Assistant bubbles carry a small footer showing the part of the script that produced them, as Flow name · Step name. Where the assistant spoke for a specific reason rather than from an ordinary step — a safety refusal, an answer from the knowledge base, an intent pathway confirmation, or a recovery after a check failed — that reason is shown in place of the step label, so you can tell at a glance why the wording was what it was. Lines spoken by a team member during a handoff are labelled with their name.Tool runs
Every tool the assistant ran appears as a marker row between the bubbles, labelled with the step it belongs to (or Tool call where there is no step name). Hover a marker to see the tool that ran. A tool that took its fallback route is tagged (otherwise) — that is a normal route, not an error. Long runs of tools collapse: only the first is shown, with a + N more control to expand and Show less to collapse again.Text messages
Any SMS sent or received during the call appears inline in the transcript, in its correct place in the conversation, with the full message text. A text that failed to send appears in the system notes instead.Refined transcription
Transcripts are polished a few seconds behind the live conversation: a correction pass reconciles what was heard against the whole exchange and fixes mis-transcriptions of names, numbers and short answers. Where a contact’s turn was adjusted, a small sparkle icon appears on the bubble — hover it for a DeepListen adjusted note showing the Original output:, the transcription before it was corrected. Trivial clean-ups such as punctuation or capitalisation are applied silently and are not marked. The assistant responds to what it hears in the moment; the refined transcript is the final, most accurate record of what was said.Flagging a response
Hover any message and a flag icon appears — Flag this response. Click it, optionally type what was wrong (“What’s wrong here? (optional)”), and press Flag it. The message keeps an amber flag afterwards. Flags are the fastest way to teach the AI what to fix. They become the raw material for AI recommendations on that script: open flags are picked up by the next review even if the script itself hasn’t changed since it was last reviewed. If your note spells out the exact wording you want, the suggestion uses that wording as written. Click an existing amber flag to reopen it — Flagged for AI improvement. From there you can edit the note and Save, or Remove the flag entirely. Flags on a transcript are the ones your team adds.Calls in other languages
On a call that ran in a language other than English, each bubble shows what was actually said on the call first, with the English translation underneath in muted text. This applies to the contact’s turns and the assistant’s alike, and the DeepListen adjusted note shows the original wording in both languages. English calls look exactly as before. There is no app setting for the call language — a script can switch language part-way through a call. Speak to the Voxworks team for further custom configuration.Testing from a real call
A real call is often the best test case for a script. Two shortcuts turn one into a test in the Test Console:- The flask icon in the panel header (“Create a test scenario or replay from this call”) opens a menu with Create Scenario and Create Replay:
- Create Scenario turns the whole call into a scenario named after the call’s time. The caller’s lines are fixed, and the assistant’s side is regenerated on every run against the current script. The toast reads Test scenario created, ”… — find it in the Test Console’s Scenarios tab.”
- Create Replay makes a Replay scenario that re-places the call against the current script over a real test call, playing the caller’s recorded audio turn by turn. The toast reads Replay scenario created. Replay calls are real calls and use minutes like any other call. Create Replay isn’t offered on a call that is itself a replay, and a call with no caller speech can’t be replayed (“The call has no caller turns to replay”).
- The beaker — hover any assistant bubble and click Create a step test from this exchange. This builds a step test from the conversation up to that point, using the caller’s last message as its first case. The toast reads “Step test created: … — see Test Console › Scenarios”.
Asking the Voxworks assistant about a moment
Hover any message and click the sparkles icon, Explain this moment. The in-app Voxworks assistant opens with that message, the step it came from and any system notes about it, and explains what happened.System notes
Below the transcript is a collapsible System notes panel — the call’s automated audit trail. It records what the platform did and why: which condition a step chose, which checks failed or timed out, a text message that could not be sent, a transfer that was attempted, or a warning that the call was ended early or cancelled from outside. The panel header shows a count for each severity. Expand it and filter with All, Errors, Warnings and Info. Messages that have notes are marked in the transcript — click one to jump straight to its first note, and click a note to jump back to the message it belongs to.Live calls
While a call is in progress the transcript streams in turn by turn. The controls for listening in, taking over, handing off or cancelling the call — and the caller’s Live sentiment — are in the docked media player: open the call there with the live placeholder under the header. See Live Monitoring for what the controls do.Data tab
Everything your script’s Data Collection fields extracted from the call. A count at the top shows progress at a glance — e.g. 4 of 6 fields collected. Each field is listed with its label, a Required badge where applicable, its description, and the extracted value formatted to its type — Yes/No badges for booleans, option labels for choice fields, formatted dates and times, clickable links for URL, email and phone values, and a dash where nothing was found. Two empty states tell you why the section might be blank:- No data collection fields configured for this script. — the script doesn’t define any fields
- Data extraction has not been performed for this call. — fields exist, but the call hasn’t produced values (for example, it hasn’t finished yet)
Variables
Below the collected fields, the Variables section lists every value the agent had available on the call — “The values that were available to the agent on this call.” — grouped into branches for contact values, custom variables, global values and Custom Variables objects. Branches start collapsed, showing a count such as 6 fields or 3 items; click to open one. Booleans render as Yes and No, and empty fields are hidden. Each branch has its own copy button, and Copy all at the top copies the whole tree. This is the fastest way to see what the agent actually knew — for example, whether a value your script expected from a CRM lookup ever arrived. The same values can be read in a post-call automation using thecall.variables_data.* prefix.
Notes tab
A free-text notes area for your team. Click anywhere in the empty area (Add your first call note.) to start typing. Notes support Markdown formatting — headings, lists, links, bold and code all render once saved. Save with the tick icon, or discard your changes with the X; the panel shows Unsaved changes or No changes yet below the editor so you always know whether there’s something to save.Line quality
Every call also carries a quality summary of the caller’s own line — background noise, echo, loudness, cross-talk and dropped audio, sampled throughout the call and summarised at the end. It is measured passively and never affects the call itself. It is not shown in the app; if a run of calls transcribed badly and you want the line quality behind them looked at, speak to the Voxworks team for further custom configuration.Per-call cost
Every completed call records its cost against the call record, along with a breakdown of how the time was spent — see Usage. Cost isn’t shown in the detail panel itself; your running balance and billing details live under Settings → Billing.Exporting a call as PDF
Click the download icon in the panel header to generate a Call Report PDF for the call. The report includes:- The contact’s name and the call’s date and time
- The metadata grid (Type, Script, Batch, Origin, Destination, Duration, Status, End Reason, Call ID)
- The Call Analysis section, with its Classification and Custom Fields sub-sections
- The Objectives with met/not-met indicators
- A Data Collection table — Field, Value, Confidence and Status for each configured field
- The full Transcript
<contact-name>_call_report.pdf — ready to attach to a CRM record or share with someone who doesn’t have a Voxworks login. A toast confirms PDF downloaded.
Next Steps
- Call History — the Call Log table the detail panel opens from: filters, search, saved views and exports
- Call Statuses, End Reasons & Outcomes Reference — what every status and end reason means
- Media Player — the docked player that plays recordings and live calls
- Live Monitoring — steer a call while it is still running
- Data Collection — define the fields your script extracts from every call
- Post-Call Analysis — configure the classifications that appear under Call Analysis