Call Details
The Call Details page gives you a complete breakdown of an individual call. Access it by clicking any row in the Call History table.
Call Metadata
At the top of the page, you will see key information about the call:
| Field | Description |
|---|---|
| Direction | Whether the call was inbound (received) or outbound (placed by the agent) |
| Duration | Total call length in minutes and seconds |
| Provider | Which voice provider handled the call (Retell, Vapi, or Bland) |
| From Number | The originating phone number |
| To Number | The destination phone number |
| Agent | The AI agent that handled the call |
| Date & Time | When the call occurred, in your local timezone |
| Status | Final call status (completed, failed, etc.) |
Audio Player
The built-in audio player lets you listen to the full call recording. Features include:
- Play/pause controls
- Scrubbing — Click anywhere on the timeline to jump to that point
- Playback speed — Adjust speed for faster review
Audio playback availability depends on client permissions. Agency admins always have access. Client portal users only see the player if their agency has enabled audio playback for their account.
Transcript
The full conversation transcript is displayed below the audio player. The transcript shows each speaker turn clearly labeled (AI agent vs. caller) with timestamps.
You can read along while listening to the audio — the transcript and player are synchronized on the same page for easy cross-referencing.
Transcript visibility is controlled by client permissions, similar to audio playback.
AI-Generated Summary
BuildVoiceAI automatically generates a concise summary of every call. The summary captures:
- The main topic or purpose of the call
- Key decisions or outcomes
- Any action items or next steps mentioned
- Important details like names, dates, or numbers discussed
This summary is useful for quickly understanding what happened on a call without listening to the full recording or reading the entire transcript.
Sentiment Analysis
Each call receives an overall sentiment classification:
- Positive — The caller appeared satisfied, happy, or agreeable
- Neutral — The conversation was informational or matter-of-fact
- Negative — The caller expressed frustration, dissatisfaction, or concern
Sentiment is determined by AI analysis of the full conversation, considering tone, word choice, and context throughout the call.
Call Score
Every call receives a quality score from 0 to 100, generated by AI evaluation. The score reflects how well the AI agent performed during the call, considering factors such as:
- Whether the agent stayed on topic and followed its instructions
- How naturally the conversation flowed
- Whether the caller’s questions were addressed
- The overall outcome of the call
Use call scores to identify agents that are performing well and those that may need prompt adjustments or configuration changes.
If an agent consistently scores below 70, review its prompt and knowledge base. Common issues include overly rigid instructions, missing information about products or services, or unclear handling of edge cases.
Cost Breakdown
The cost section shows what the call cost at the provider level. This includes the per-minute rate and total cost for the call.
Cost visibility depends on client permissions. Agency admins always see costs. Client portal users see costs only if their agency has enabled cost visibility for their account.