AI Call Monitoring History
Comprehensive call history tracking, analysis, and detailed records of all AI interactions with advanced search, filtering, and reporting capabilities.Call History Overview
Historical Data Access
- Complete Call Records: Access to all historical AI call interactions
- Detailed Transcriptions: Full conversation transcripts for every call
- Performance Metrics: Historical performance data and analytics
- Search & Filter: Advanced search capabilities across all call history
Data Retention
- Retention Policies: Configurable data retention periods
- Archive Management: Long-term storage and archive access
- Compliance Records: Maintain records for regulatory compliance
- Data Export: Export historical data for external analysis
Call Records Management
Individual Call Details
- Call Information: Complete call metadata and details
- Conversation Flow: Step-by-step conversation progression
- AI Responses: Detailed AI response analysis and quality metrics
- Customer Interaction: Customer input and response patterns
Call Timeline
- Chronological View: Timeline view of call progression
- Event Tracking: Key events and milestones during calls
- Decision Points: Critical decision points and AI reasoning
- Resolution Tracking: Path to call resolution or completion
Advanced Search & Filtering
Search Capabilities
- Full-text Search: Search across all call transcriptions and metadata
- Keyword Search: Find calls containing specific keywords or phrases
- Semantic Search: AI-powered semantic search for context and meaning
- Boolean Search: Advanced boolean search operators for precise results
Filtering Options
- Date Range Filtering: Filter calls by specific date ranges
- Agent Filtering: Filter by specific AI agents
- Call Status: Filter by call outcome (successful, failed, transferred)
- Customer Attributes: Filter by customer demographics or segments
- Call Duration: Filter by call length and duration ranges
- Intent Categories: Filter by detected customer intents
Advanced Filters
- Sentiment Analysis: Filter by conversation sentiment (positive, negative, neutral)
- Quality Scores: Filter by call quality and performance ratings
- Resolution Status: Filter by whether issues were resolved
- Transfer Reason: Filter calls that were transferred and why
Analytics & Reporting
Historical Trends
- Performance Trends: Long-term performance trend analysis
- Volume Analysis: Call volume patterns over time
- Success Rate Trends: Historical success rate evolution
- Quality Improvement: Quality metrics improvement over time
Comparative Analysis
- Period Comparison: Compare performance across different time periods
- Agent Comparison: Historical performance comparison between agents
- Benchmark Analysis: Compare against historical benchmarks
- Seasonal Patterns: Identify seasonal trends and patterns
Custom Reports
- Report Builder: Create custom reports with specific metrics
- Automated Reports: Schedule regular automated report generation
- Export Options: Export reports in various formats (PDF, Excel, CSV)
- Dashboard Integration: Integrate historical data with live dashboards
Call Quality Analysis
Conversation Analysis
- Conversation Quality: Detailed analysis of conversation quality
- Response Accuracy: Analysis of AI response accuracy and relevance
- Customer Satisfaction: Historical customer satisfaction trends
- Improvement Opportunities: Identify areas for AI improvement
Performance Metrics
- Response Time Analysis: Historical response time performance
- Resolution Efficiency: Analysis of how quickly issues are resolved
- First Call Resolution: Percentage of issues resolved on first call
- Escalation Analysis: Analysis of calls requiring human intervention
Customer Journey Tracking
Customer History
- Customer Call History: Complete interaction history per customer
- Relationship Timeline: Customer relationship development over time
- Issue Resolution: Track recurring issues and resolutions
- Satisfaction Evolution: Customer satisfaction trends over time
Behavioral Patterns
- Calling Patterns: Customer calling behavior and preferences
- Intent Evolution: How customer intents change over time
- Interaction Preferences: Preferred interaction styles and channels
- Loyalty Indicators: Indicators of customer loyalty and retention
Data Export & Integration
Export Options
- Bulk Export: Export large datasets for analysis
- Selective Export: Export specific filtered datasets
- Format Options: Multiple export formats (JSON, CSV, XML, PDF)
- Scheduled Exports: Automated scheduled data exports
Integration Capabilities
- CRM Integration: Sync call history with CRM systems
- Analytics Platforms: Connect with business intelligence tools
- Reporting Systems: Integration with external reporting platforms
- Data Warehouses: Export data to data warehouses for analysis
Compliance & Auditing
Regulatory Compliance
- Call Recording Compliance: Ensure compliance with call recording regulations
- Data Privacy: Maintain data privacy and protection standards
- Retention Compliance: Meet regulatory data retention requirements
- Audit Trails: Comprehensive audit trails for compliance reporting
Security Features
- Access Control: Secure access control for historical data
- Data Encryption: Encrypted storage and transmission of call data
- User Permissions: Granular permissions for data access
- Activity Logging: Log all access and modifications to historical data
Search Interface Features
User-Friendly Interface
- Intuitive Search: Easy-to-use search interface
- Quick Filters: Pre-configured quick filter options
- Search Suggestions: Intelligent search suggestions and auto-complete
- Recent Searches: Access to recently performed searches
Results Management
- Pagination: Efficient pagination for large result sets
- Sorting Options: Multiple sorting options for search results
- Result Preview: Quick preview of call details from results
- Bulk Actions: Perform actions on multiple search results
Performance Optimization
Fast Search Performance
- Indexed Search: Optimized search indexing for fast results
- Caching: Intelligent caching for frequently accessed data
- Query Optimization: Optimized database queries for performance
- Load Balancing: Distributed search for high-volume environments
Scalability Features
- Horizontal Scaling: Scale across multiple servers
- Data Partitioning: Efficient data partitioning strategies
- Archive Integration: Seamless integration with archived data
- Performance Monitoring: Monitor and optimize search performance