Call Details
Selecting a call from Past Calls opens the Call Details view. This page provides a deeper record of the interaction, including call metadata, debtor and account information, quality scoring, recording access, call flow execution, and transcript content.
Use Call Details when you need a full record of what happened during a call.
Call Metadata
The top of the Call Details view summarizes core call information, including:
Created
Duration
Status
Direction
This provides a quick operational summary of the call.
Debtor and Account Info
The Debtor & Account Info section displays account-level and consumer-level details associated with the call.
Examples shown include:
Amount Owed
Account #
Institution
Original Amount
Name
Phone
Email
SSN (masked)
DOB
This makes it easier to review the account context alongside the call itself.
Related Actions
From the Call Details view, users can also access actions such as:
View All Debtor Communications
Download All Files
These actions are useful when a broader communication history or supporting files are needed.
Call Quality Score
The Call Quality Score section displays the evaluated quality of the call.
In the example shown, this includes:
an overall numeric score
a quality label such as Excellent
a breakdown section for scoring criteria
If scorecards are configured, this section helps teams review how the call performed against defined quality standards.
Recording
The Recording section allows users to load and listen to the call recording.
This is commonly used for QA, dispute review, training, or operational validation.
Call Flow
The Call Flow section shows the sequence of steps completed during the call.
This includes:
a Call Flow Summary
the total number of completed steps
individual step entries
This helps teams understand how the strategy executed during the interaction.
Transcript
The Transcript section provides a text record of the conversation, including timestamps and speaker labels.
This is useful for:
reviewing exact language used during the call
validating disclosures
analyzing call outcomes
supporting compliance or QA review
Summary
The Call Details view gives teams a complete record of an interaction, combining metadata, account context, quality review, call flow activity, and transcript data in one place.