Viewing Dial History
There are two ways to view dial history:- Navigate to your agent’s Dials tab to view all calls to/from the agent.
- Click the Dial History button on the left sidebar to view dial history across agents.
Analyzing Individual Dials
Click on any dial to view its detailed information.Transcript
The transcript tab shows the complete conversation between the user and your AI agent. Each message is labeled with the speaker (Human/AI) and displayed chronologically. You can click on any Human line to jump to the corresponding timestamp in the recording.Results
The Results tab provides:- Completion reason (e.g., “User Hung Up”)
- Extractor results (if any extractors were configured)
- Option to add comments for team collaboration
Invocation
The Invocation tab displays:- Agent information
- Agent version used for the call
- The inputs provided for this call’s invocation
Counterfactuals
The Run Counterfactual feature lets you test how different versions of your agent would handle past conversations:1
Select Version
Choose the prompt version you want to test from the dropdown menu
2
Run Test
Click the “Run” button to simulate how that version would have responded
3
Review Results
Compare the counterfactual responses with the original conversation
- Evaluating new agent versions before deployment
- Debugging conversation flows
- Training and improving your agent’s responses
The Run Counterfactual feature runs by passing your model version the dial transcript up to the point of the counterfactual and outputting the response at that point.
This isn’t a fully accurate simulation of the conversation (as we can’t simulate the counterparty’s response to your tested model’s output), but it can still be useful for testing your model against specific problematic scenarios.
Filtering and Navigation
Use the Filters menu to:- Search for specific dials
- Filter by date range
- Filter by call outcome
- Filter by phone number or connection type