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Reviewing Calls

Call detail page and review workflow in TotalView AI

#Reviewing Calls

#Overview

The call detail page is where you review AI analysis results, listen to recordings, and take action on findings. This is the heart of the QA workflow.

There are several ways to open a call:

From How
Dashboard Click a call in Recent Activity table
Campaign Calls Click any row in the calls list
Review Queue Click a flagged call
AI Copilot Click a call link in Copilot response
Direct URL /dashboard/campaigns/[id]/calls/[callId]

#Call Detail Page Layout

The call detail page has several sections:

[SCREENSHOT: Full call detail page showing all major sections]

At the top of the page:

Element Description
File name Original filename
Campaign Which campaign this call belongs to
Status badge Processing status (COMPLETED, FAILED, etc.)
Score badge Overall quality score (color-coded)
Actions Re-analyze, Delete, Flag for Review

#Left Column

#Audio Player

Controls for playing the recording:

Control Function
Play/Pause Start or stop playback
Progress bar Seek to any position
Time display Current position / Total duration
Speed Adjust playback speed (0.5x to 2x)
Volume Adjust audio volume

Tip: Click any transcript segment to jump to that point in the audio.

#Metadata

Call information:

Field Description
Duration Call length
Call Type Inbound or Outbound
Call Date When the call occurred
Agent Linked agent name
Uploaded When the file was uploaded
Processed When analysis completed

#Right Column

#Quick Summary

AI-generated overview:

  • Executive Summary: 2-3 sentence call overview
  • Sentiment: POSITIVE, NEUTRAL, or NEGATIVE with reasoning
  • Key Topics: Main subjects discussed

#Check Results

List of all quality checks with results:

  • Check name
  • Result badge (Pass/Fail/N/A)
  • Score
  • Expand to see reasoning and evidence

#The Transcript

The transcript section shows the full conversation with speaker labels.

#Transcript View

[SCREENSHOT: Transcript panel showing speaker segments]

Element Description
Speaker label Who is speaking (Agent, Customer, or Speaker A/B)
Timestamp When this segment occurs
Text What was said
Highlight Evidence highlighted for check results

#Interacting with the Transcript

Click a segment: Jump to that point in the audio

Highlighted text: Indicates evidence for a check result

Search: Use Ctrl/Cmd+F to search within the transcript

#Speaker Labels

The system detects speakers:

Label Meaning
Agent Detected as the agent
Customer Detected as the customer
Speaker A First speaker (if detection uncertain)
Speaker B Second speaker

#Check Results

Each quality check shows its result in an expandable card.

#Result Overview

[SCREENSHOT: Check result card showing pass status with score]

Element Description
Check name What was evaluated
Result badge Pass (green), Fail (red), N/A (gray)
Score 0-100 score
Check type compliance, quality, business_intel
Severity info, warning, critical

#Expanded Details

Click a check to expand and see:

Section Content
Reasoning AI's explanation for the score
Evidence Quotes from the transcript
Timestamp Where in the call the evidence appears

#Evidence Linking

When you click evidence:

  1. The audio jumps to that timestamp
  2. The transcript scrolls to that segment
  3. The text is highlighted

This makes it easy to verify AI findings.

#Taking Action

#Flagging for Review

If a call needs manager attention:

  1. Click Flag for Review in the header
  2. Optionally add a reason
  3. Click Flag

The call appears in the Review Queue.

#Adding Notes

Document observations or coaching points:

  1. Scroll to the Notes section
  2. Click Add Note
  3. Enter your note text
  4. Click Save

Notes are visible to all team members and are associated with this call.

#Disputing a Finding

If you believe an AI finding is incorrect:

  1. Find the check result
  2. Click the Dispute button (or flag icon)
  3. Select a reason:
    • AI misinterpreted the transcript
    • Context not available to AI
    • Other (explain)
  4. Add optional comments
  5. Submit

Disputed findings are tracked for review but don't automatically change scores.

#Re-Analyzing

To apply updated checks or retry after failure:

  1. Click Re-analyze in the header
  2. Confirm the action
  3. Wait for processing to complete

The call goes through the analysis pipeline again.

#Deleting

To permanently remove a call:

  1. Click Delete in the header
  2. Confirm by typing the filename
  3. Click Delete Permanently

Warning: Deletion removes the audio file, transcript, and all analysis data. This cannot be undone.

#Review Workflow Example

Here's a typical workflow for reviewing a flagged call:

#1. Open the Call

From the Review Queue, click the flagged call.

#2. Read the Summary

Start with the AI-generated summary to understand what happened.

#3. Check the Score

Look at the overall score and which checks passed/failed.

#4. Review Failed Checks

For each failed check:

  1. Expand to see reasoning
  2. Click the evidence to jump to that moment
  3. Listen to the audio
  4. Verify the AI's assessment

#5. Document Findings

Based on your review:

  • Add a note with coaching feedback
  • Or dispute if the AI was wrong

#6. Complete the Review

  1. Click Mark as Reviewed (in Review Queue context)
  2. Or Dismiss if no action needed

#Comparing Calls

To compare multiple calls side-by-side:

  1. Go to the campaign's Calls page
  2. Select 2 calls using checkboxes
  3. Click Compare
  4. View calls in split-screen with synchronized playback

This is useful for:

  • Training new agents (good vs. bad examples)
  • Investigating performance changes
  • Comparing different agents

#Keyboard Shortcuts

On the call detail page:

Shortcut Action
Space Play/Pause audio
← / → Seek backward/forward 5 seconds
↑ / ↓ Previous/Next transcript segment
R Re-analyze
F Flag for review
N Add note

#Mobile Viewing

The call detail page is responsive but optimized for desktop:

Feature Mobile Support
Audio playback ✓ Works
Transcript view ✓ Works (scrollable)
Check results ✓ Works
Click-to-seek Limited (harder to tap)

For detailed review work, we recommend using a desktop browser.

#FAQ

#How do I jump to a specific part of the call?

Three ways:

  1. Click any transcript segment
  2. Click evidence in a check result
  3. Drag the audio progress bar

#Can I download the audio file?

Not directly from the UI. Audio files are stored securely in cloud storage. Contact your admin if you need file exports.

#Can I download the transcript?

Yes. Look for the Download or Export option in the transcript section. Transcripts export as text or JSON.

#Why can't I see the transcript?

Possible reasons:

  • Call is still processing (TRANSCRIBING status)
  • Transcription failed (check for FAILED status)
  • Audio had no speech content

#What does N/A mean for a check?

N/A (Not Applicable) means the check's criteria weren't relevant to this call. For example, an "upsell opportunity" check on a complaint call.

#Can I edit the transcript?

No. Transcripts are generated by AI and stored as-is. If there are transcription errors, they're typically due to audio quality issues.

#How do I see who added a note?

Each note shows:

  • Author name
  • Timestamp
  • Note content

Notes are attributed to the user who created them.

#Can I delete a note?

Yes, if you're the author or an Admin. Click the delete icon on the note.