Calls and call-backs

Calls lists every phone call in your workspace, newest first. That covers calls people make to your numbers, calls your agent places (one at a time through the API, from a campaign, or as a call-back), and calls your team places from a ticket. Open any call to see how it ended, what was learned, how fast the agent answered, the recording and the transcript.

Everyone in the workspace can open Calls, and anyone can cancel a scheduled call-back or ask for a call to be read again. To change how calls are answered, use Phone settings at the top of the page, which opens the phone workspace.

Who sees Calls #

Calls comes with any plan that includes the Voice channel, which is Starter, Growth and Enterprise. On Free, the page is locked and reads See every call your agent handles; upgrading opens it. Workspaces that already had phone numbers before plans existed keep it. See Plans and limits.

The summary tiles #

The four tiles at the top describe the calls loaded on the page, not your whole history. The page loads 50 calls at a time; Load older calls at the bottom of the list adds the next 50, and the tiles change to include them.

The tiles ignore the search and filters. For totals over a date range, use Analytics. Analytics works its completion figure out a little differently, so the two percentages can differ.

Finding a call #

When nothing matches you see No calls match these filters; Clear filters resets all four.

Links that open a call. https://console.amomic.in/calls?call=<call_id> opens Calls with that call selected, even if it is older than the first 50. …/calls?search=<text> opens with the search filled in. A contact's activity in Contacts links to its calls this way.

Reading the list #

Each row is one call:

• The icon shows the kind of call: an arrow pointing in (green) for inbound, an arrow pointing out for a call the agent placed, and a headset (amber) for a call placed from a ticket.
• The number is the other party: the caller on inbound calls, the person called on outbound ones. Next to it is the duration. A ~ in front, such as ~3:12, means the duration was reconstructed for an older call rather than measured.
• Who and when: the agent's name, or for a ticket call the teammate who placed it, and the start time in your workspace's time zone.
• The badge says how the call went. Once a call has been read it shows the outcome, such as Completed, Partly done, Asked to call back, Not interested, Wrong person, Hung up early or No conversation. Until then, and for calls nobody answered, it shows how the line closed, such as Completed by agent, No answer, Busy, Declined, Time cap or Could not dial.
• The origin line says why an outbound call happened: Placed through the API, Campaign · name (with · follow-up on a campaign's call-back or second attempt), Scheduled call-back, or From a ticket · teammate · phone (or web call). Inbound calls have none: the customer rang you.
• The summary, one line from the call outcome, and the call's Median response.

Campaign names stay on their calls, so the history still makes sense after a campaign is paused or finished.

Inside a call #

The header repeats the number, badge, start time, direction and agent, with the origin line beneath. The chip on the right shows the last 8 characters of the call ID; select it to copy the full ID, which is what support and the API ask for.

Below the tiles, in order:

• Why we called, on outbound calls that were given a purpose. It is the brief the agent was given.
• Call outcome: see the card below.
• Response performance: the agent's Median, p95 and Slowest response on this call. Green means 1.5 seconds or less (the target), amber up to 2.5 seconds, red above that. A single slow turn is often a lookup or tool call; a red Median means most answers kept the caller waiting.
• Call recording, when recording was on for the call. See Recordings and transcripts.
• Transcript: every turn, caller and agent, with the time into the call.

The call outcome card #

Every finished call the agent handled is read once it ends, usually within seconds, and Call outcome shows the result:

• How it ended: Completed, Partly done, Asked to call back, Not interested, Wrong person, Hung up early, No conversation or Didn't pick up, with a one-line explanation.
• Goal met, Goal not met or Goal unclear, and the caller's mood: Positive, Neutral or Negative.
• The summary of the call.
• What we learned · x of y answered: the answer to each question set for the call, or Not answered where the caller never said. An important question that went unanswered is marked · important. Inbound calls use the number's Outcomes questions; campaign and API calls use their own capture.
• The next step owed: Call them back, Send a WhatsApp or A person should follow up, with the reason, or Nothing owed to this person.

How this works opens the full explanation of how a call is read. If a reading looks wrong, choose Re-read. A call that has no reading yet shows Read this call instead, with one of these notes:

The same reading is sent to your systems on the call.outcome webhook. Calls your team places from tickets are not read this way; they get an AI summary instead (below).

Calls placed from tickets #

When someone on your team calls a customer from a ticket, the call appears here with a headset icon and From a ticket · teammate · phone (or web call). No agent takes part, so the page shows different things:

• The tiles read Business number, Placed over (Phone or Web call), Talk time and Placed by.
• This talk time counts towards your plan's voice minutes. Ticket calls use the same voice minutes as agent calls, metered once per call, even in phone mode where the call uses two connections.
• An AI summary replaces the call outcome card, and there is no response performance.
• The transcript reads This call connected two people directly, so there is no agent transcript.

Recordings and transcripts #

When recording is on for a number and the audio is available, Call recording has a player. Switch it on per number with Record calls in the phone workspace. If recording was on but the audio is missing, the card says Recording was enabled, but the audio is unavailable. A call with no recording section was never set to record.

The transcript does not depend on recording: it is kept for every agent call. A call with no turns at all, such as one nobody answered, reads No transcript was captured for this call.

Before switching recording on, read Security and data for notice and consent.

Talk time versus ringing #

Duration starts when the call is answered, not when dialling begins, so an unanswered call shows 0:00 and adds nothing to Talk time. A ~ before a duration marks an older call whose length was reconstructed rather than measured; on a ticket call that figure includes ringing and was not billed.

Scheduled call-backs #

Calls the agent has been asked to make later sit in a panel above the filters, headed n calls scheduled · placed automatically at the agreed time. The panel only appears when there is at least one. Each row shows the number, a badge for why the call exists, the time (and campaign, if any) and the reason when one was given.

The list is soonest first. Call-backs are placed within a few minutes of their time. Cancel stops one before it is placed (Call-back cancelled.). Once placed, it becomes an ordinary call in the list with the origin Scheduled call-back, or Campaign · name · follow-up.

Customer-requested call-backs #

On a call, an agent with the call-back tool can handle "I'm busy, call me in two hours." It books a time, tells the caller the actual local time it booked, and the call-back appears in the panel with Customer asked and the reason. Set the tool up under Agent tools.

Unanswered campaign calls #

A call campaign can make one more attempt for people who don't answer. The retry is booked inside the campaign's calling window and shows as Second attempt. It is exactly one retry, not a ladder. A time the customer chose always wins: the campaign does not overwrite it.

Campaign reports separate answered, being retried and finally unanswered recipients. See Campaigns.

Troubleshooting #

Related #