Calls Overview

The Calls section gives your team a central place to review past calls, manage queued calls and scheduled callbacks, update call strategies in bulk, and monitor active calls in real time.

Depending on the tab, Calls can be used for both historical review and active call operations.

What's in Calls

The Calls section includes:

• Past Calls - Review completed and unsuccessful calls

• Queued Calls - Manage outbound calls waiting to be placed

• Scheduled Callbacks - Review and manage future callbacks

• Switch Strategies - Bulk update call strategies across portfolios

• Whisper - Monitor active calls in real time

What You Can Do in Calls

Teams commonly use the Calls section to:

• review completed and unsuccessful calls

• search for calls by phone number or consumer name

• filter calls by date, duration, call flow, or status

• open detailed call records

• review recordings and transcripts

• inspect call flow execution

• manage queued outbound calls

• review scheduled callbacks

• bulk update strategies across portfolios

• monitor active calls in real time

Best Practices

We recommend using the Calls section to support both QA and operations. Past Calls is best for review and analysis, while Queued Calls, Scheduled Callbacks, Switch Strategies, and Whisper are more operational.