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Call List

The left-hand side displays a chronological list of all recent calls. Each entry shows:
  • Phone number of the contact
  • Call direction – usually Outgoing
  • Call status – e.g. Completed, Mailbox, or - Not Reached
  • Time of call – e.g. “2 hours ago”, “3 days ago”
You can filter this list by:
  1. Call Status:
    • Completed: A full conversation was conducted.
    • Answered: The call was picked up, but not fully completed (e.g. early hang-up, asking for a callback).
    • Voicemail: The agent reached voicemail.
    • Error: The call failed due to technical reasons (often due to an invalid phone number or phone provider issues).
    • Not Reached: The call attempt failed (e.g. no answer, unavailable).
    • Rejected: telli rejected an incoming call before a conversation started. Open the call to see the rejection reason in its details and timeline.
  2. Time Range: Filter calls within a specific time range
  3. Agent: See calls made by a specific Voice AI agent or use case funnel.
  4. Custom Call Outcomes: Specific Outcomes you have defined in the Call Analysis section.
  5. Tools: Filter calls by the tools the agent used. Select Book appointment to find calls where the agent attempted a calendar booking, including failed attempts. Check the tool result in the call details to confirm whether the booking succeeded.

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Call Details

When you click on a call, you’ll see the call details on the right-hand side:
  • Basic information: Phone number, contact name, agent, language, call direction, disconnection reason
  • Call duration and final call status
  • Call Outcomes:
    • Summary: A short AI-generated summary of the call content and outcome
    • Dialogue: Whether a real conversation happened (true or false)
    • Call Score: A qualitative rating based on logical flow, clarity, and satisfaction
    • Sales Performance: Did the agent achieve the intended goal?
    • Call Outcomes: Follow-up, Interest, Appointment, Voicemail, Transfer, or any other outcome you have defined in the Call Analysis section.
  • Conversation: Read the transcript or listen to the conversation again (if Call Recordings is enabled). While a call is in progress, the transcript appears live from the moment you open the call, unless call transcripts are turned off in your organization settings. This helps you to understand and review the whole conversation between your customer and the telli agent.
During an active Duo call, use Guide the agent below the live transcript to send a note of up to 400 characters. Choose Silent to guide the agent without it saying the note, or Spoken for the agent to say it once in its own words. You can also provide feedback on the call outcome and the AI agent’s performance by clicking the 👍🏻 👎🏻 buttons on the right-hand side of each call analysis field or within each sentence of the transcript. Read more about this in the Feedback System section.