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AI Call Monitoring History

Comprehensive call history tracking, analysis, and detailed records of all AI interactions with advanced search, filtering, and reporting capabilities.

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Call History Overview

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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

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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

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Call Records Management

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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

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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

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Advanced Search & Filtering

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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

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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

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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

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Analytics & Reporting

  • 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

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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

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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

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Call Quality Analysis

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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

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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

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Customer Journey Tracking

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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

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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

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Data Export & Integration

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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

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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

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Compliance & Auditing

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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

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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

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Search Interface Features

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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

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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

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Performance Optimization

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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

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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