The Dial History page allows you to review all past calls made to and from your agent. You can access detailed information about each call, including recordings, transcripts, and extracted results.
You can also use the Counterfactuals feature to test how different versions of your agent would have handled past conversations.
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.
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
This feature is particularly useful when:
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.