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Review AI Agent calls in your call dashboard

You can now review your AI Agent calls right alongside all your other calls in the main call dashboard. Add AI Agent outcome columns, filter by agent or outcome, and save views, using the same tools you already use for the rest of your call log.

This is available to account admins and managers on accounts with AI Agents enabled. To get started, open your Dashboard and use the column picker and Filters.

Add AI Agent columns

Open the column picker on your dashboard to add AI Agent outcome fields as columns, just like any standard column. You can add or remove them at any time. New columns include:

  • AI outcome status: Shows whether the call ended in a Successful Outcome or Requires Attention.
  • Fully Resolved by AI: Shows whether the AI Agent resolved the call on its own.

Calls that didn't involve an AI Agent appear blank in these columns.

When you export your call log, any AI columns you've added are included alongside the standard call columns.

AI outcomes vs. Positive/Negative Outcome

The existing Positive/Negative Outcome columns are separate from the new AI outcome columns, and their labels make it clear which is which. A call handled by an AI Agent can have both a Positive/Negative Outcome and an AI outcome status at the same time.

Filter AI Agent calls

Open Filters on your dashboard to narrow your call log in a few ways.

See which calls an AI Agent handled

Use the AI Agent Engaged filter to show only calls an AI Agent handled, or only calls it didn't. It works across all your agents, no matter what they're named.

Filter by specific agents

Use the AI Agent filter to pick agents from a list:

  • Choose is any of and select one or more agents to see calls handled by any of them.
  • Choose is not any of and select agents to leave their calls out.

If you don't pick an agent, is any of returns calls handled by any AI Agent, and is not any of returns calls with no AI Agent. If your account has more than one AI Agent, you can filter by one agent or several at once.

Filter by outcome

AI outcome fields work as filters too. For example, you can filter for Successful Outcomes such as Lead Capture, Requires Attention reasons such as Escalation to Human, or Fully Resolved by AI set to Yes or No.

A single call can have more than one Requires Attention reason. If you filter for one reason, you may see calls that also list others.

You can combine AI filters with each other and with standard filters, such as date range or tracking number.

Save your AI Agent views

Once you've set up your AI columns and filters, save the view so you can come back to it anytime. Saved views and favorites keep all your AI columns and filters.

If you rename an AI Agent, any saved views, filters and favorites that use it keep working. They show the agent's new name, and new calls handled by that agent still appear.

Frequently asked questions

Q: Who can see AI Agent columns and filters?
A: Account admins and managers on accounts with AI Agents enabled.

Q: Why are some AI columns blank?
A: Those calls weren't handled by an AI Agent, so there's no AI outcome to show.

Q: Why does a call show up when I filter for a different Requires Attention reason?
A: A call can have more than one Requires Attention reason. For example, a call might list both Escalation to Human and Unanswered Question/Knowledge Gap.

Q: Will renaming my AI Agent break my saved views?
A: No. Saved views, filters and favorites update to show the new name and keep working.