Check Call Audio Quality and Add Call Reviews
Find calls by audio quality, inspect Call info, and save a manual star rating and note without confusing them with AI sentiment.
Use Calls → All Calls to inspect a call's technical details and, when appropriate, add a manual review. Audio quality, sentiment and a person's star rating are separate measures.
Find calls by audio quality
- Select dates and, if needed, a contact, local business number or extension.
- Set Audio quality to All, Excellent, Good, Fair, Poor or Bad.
- Click Search and locate the call. Remove other restrictive filters if it is missing.
- Open the row's Call info icon.
Read Call info
The dialog provides a Call ID with Copy Call ID. Its available sections include:
- Quality & line: Call quality with its displayed rating/score and Clean audio when available.
- Summary: Direction, Result and Answered.
- Timing: Started, Ring time, Talk time and Total.
Use the displayed values as evidence for that record. The report does not explain every score's calculation or threshold, so do not relabel it as a different industry metric. A good score also cannot guarantee that nobody experienced a problem elsewhere in the call path.
Review Result and Answered separately. For a caller's actual experience, consult available audio and context. Record the approximate point of any audio problem and the Call ID for support.
Add a manual call review
- Open the row's Call review control.
- Select the intended rating from 1 to 5 stars.
- Enter relevant context in the note field.
- Click Accept to save. Use Close if you only inspected the dialog and do not want to save a review.
Keep the note specific to the call and use information appropriate for colleagues who can access the record. A call review is attached to that call; the contact's Notes panel is a separate feature. Do not put private information unrelated to the issue into a review.
Compare the right measures
- Audio quality: technical information about the audio.
- Sentiment: an automatic interpretation of the conversation's tone/content.
- Call review: a human star rating and note.
A clear call can have negative sentiment, and a difficult conversation can still receive a positive manual review for how it was handled. Use each measure for its intended purpose.
When audio is unavailable
Check the Recordings filter and the recording's age. The portal states that recordings are kept for three months. A call record or archived entry does not guarantee playable audio. If investigating a problem, retain the Call ID, time with time zone and observed symptoms; you do not need to delete or modify the call record.