# Calls: list and details > Find every call the agent handled: listen to it, read what the agent and the customer said, and see how it went and why it ended. Page: https://supportfast.ai/en/guide/voice-agent/calls/ · Section: Voice agent · Updated on 30 October 2026 ## Where to find it Open Voice agent › Calls. You can also get there from See all on the Dashboard, or from the Calls button on the agent's card in the Overview. The page shows only this agent's calls. ## Filters and search The left column starts from “All calls” and has three groups of filters. | Group | Filters | | --- | --- | | Channels | “All channels”, “Inbound”, “Outbound”, “Voice web chats” (the test Web Calls). | | Call status | “Completed”, “In progress”, “Transferred”, “Unsuccessful”. | | Advanced filters | “Sentiment”, “Result” and “Minimum duration”. Reset filters removes them all. | In the middle is the “Call list”: the “Search calls...” search at the top, the calls below. Each row shows the contact, the outcome, status and sentiment labels, and the time. If the number was hidden, the contact is “Anonymous” and no card is created in the contact book. To mark several calls as handled at once, select them and use Close calls. ## Successful call, status, outcome, end reason ### The successful call A call is **successful** when someone answered and said at least one word, or when it was transferred. Voicemail, or an answer without words, doesn't count. The status, the figures on the [Dashboard](https://supportfast.ai/en/guide/voice-agent/dashboard.md) and the [end-of-call email](https://supportfast.ai/en/guide/voice-agent/post-call.md#email-notifications) depend on this. ### The status | Status | When | | --- | --- | | In progress | The phone is ringing, or the conversation is in progress. | | Completed | The call was successful and ended normally. | | Transferred | The agent passed the call to a teammate. | | Unsuccessful | Nobody answered, the call didn't start, or the call was answered by voicemail or by a person who said nothing. | ### The outcome The **outcome** says how the call went for your business; in the filters and in the summary it's called “Result”. The AI writes it shortly after the call ends. | Outcome | When | | --- | --- | | Resolved | The customer got what they were looking for. | | Unresolved | The customer's request was left open. | | Abandoned | The customer left the call before reaching a conclusion. | | Spam | An unwanted or off-topic call. | | Appointment booked | The agent booked an appointment. | | Transferred | The call passed to a teammate. | | No interaction | Someone answered, but the customer said nothing. | | No answer | Nobody answered the outbound call, or the call didn't start. | | Voicemail | The outbound call was answered by voicemail. | A call can also be left without an outcome: for example, a call rejected before the greeting, which the AI doesn't evaluate. On the Dashboard these calls are counted as “No outcome”. ### The end reason The **end reason** says who or what ended the call. In the summary it's the “Ended by” row; on the Dashboard, the “Call end reasons” chart. | End reason | What happened | | --- | --- | | Ended by the agent | The agent said goodbye and hung up. | | Hung up by the customer | The customer hung up. | | Long silence | The customer stayed silent for longer than the Max user silence. | | Maximum duration reached | The call went over the Max call duration. | | Transferred | The call passed to a teammate. | | Voicemail | Voicemail answered, or nobody spoke after the greeting. Outbound only. | | No answer | Nobody answered within the ring time, or the phone was off or unreachable. | | Busy | The number called was busy. | | Rejected | The person receiving the call rejected it. | | Invalid number | The number doesn't exist or can't be reached. | | Blocked by the carrier | The phone carrier didn't let the call through. | | Line error | A fault on the phone line. | | Technical error | The call was rejected before the greeting, or there was an error. The summary gives the reason: see the table below. If it's an error and it happens again, write to support. | From “Voicemail” down, the call is always “Unsuccessful”. Finally, the **sentiment** is the customer's mood: “Positive”, “Neutral” or “Negative”. ## A call's details Click a call in the list: the details open on the right. - **At the top**: the contact, the labels, and the Close call, Call summary and Delete call commands. During the call, “Call in progress” appears. - **“Call audio”**: Play the recording, the bar to move through it, the Playback speed (1x, 1.5x, 2x) and Download the recording. If there's no audio, the panel explains why; with recording off, the panel doesn't appear. See [Recording and consent](https://supportfast.ai/en/guide/voice-agent/recording-consent.md). - **The transcript**: the customer's and the agent's messages, in order, with the agent's actions as labels. At the bottom, the “Call ended” line with the duration and the end reason. Duration is counted from the answer: ringing isn't included. A call nobody answered has no duration. | Label | The agent… | | --- | --- | | Transfer | tried to pass the call to a teammate. | | Calendar availability | asked the calendar for free times. | | Appointment booking | tried to book the appointment. | | Keys pressed | pressed phone keys, for example in an automated menu. | | Recording declined | stopped the recording because the customer declined it. | | Call ended | hung up at the end of the conversation. | ### The summary Call summary opens “Voice Conversation Summary”. At the top are the call's rows, such as “Result” (the outcome), “Status” and “Ended by” (the end reason). Below, you find a sentence on how the call ended and the “Conversation synthesis” written by the AI. Copy summary copies it so you can paste it wherever you need. On an “Unsuccessful” call, the sentence gives the reason and there's no synthesis. ![Calls page of the Officina Rossi Reception agent: filters on the left, five calls in the middle and, on the right, the details of a call with the outcome Appointment booked, the audio player and the transcript with the Calendar availability and Appointment booking labels.](https://supportfast.ai/_astro/03-chiamate-dettaglio.Bd0rqsPu.webp) _Click a call: on the right you can listen to the recording and read the transcript with the agent's actions._ ## Tool details Click a label in the transcript: “Tool details” opens, where you see what the agent did and how it went. For a transfer, for example, you see whether your teammate answered; for a booking, the requested time and whether the calendar accepted it. ## Closing, reopening, deleting - Close call doesn't end the phone call: it marks the call as handled, as you do with a conversation, and “Call closed” appears. Reopen call removes the mark. Status, outcome and recording don't change. - Delete call opens “Delete the call”. If you confirm, the call and its transcript disappear from the console. You can't undo this. ## Rejected calls and calls that don't appear An inbound call rejected before the greeting stays in the list as “Unsuccessful”, with the end reason “Technical error” and no outcome; the summary says why. | The summary says | Why | | --- | --- | | “Agent paused at call time” | The agent was Paused. | | “Voice minutes exhausted” | The month's minutes had run out. | | “All lines busy” | All the simultaneous calls in your plan were already in progress. | | “Blocked contact” | The caller is a blocked contact. | | “Number not in service” | The number called was stopped because of your plan. | | “Number linked to a non-voice assistant” | The number appeared to be linked to an agent that isn't a voice agent. | | “Transfer to one of the account's own numbers rejected” | The call came from another number on your account. | What to do for each one is in [If the call is rejected](https://supportfast.ai/en/guide/voice-agent/test.md#if-the-call-is-rejected). These calls have no end-of-call email or webhook. Outbound is different: if the agent is paused, the minutes have run out or the lines are busy, the call doesn't start and doesn't appear in the list. Only a call rejected with “Outbound calls not included in the plan” appears, as “Unsuccessful”. Calls to a number that you deactivated, that you deleted or that has no agent linked in that direction don't appear here: they don't reach any agent. A number stopped because of your plan, on the other hand, records them on the agent as “Number not in service”. See [Assigning and managing numbers](https://supportfast.ai/en/guide/telephony/manage-numbers.md). ## Frequently asked questions **I can't find a call I made.** Check the active filters and press Reset filters. If it's still missing, read [Rejected calls and calls that don't appear](https://supportfast.ai/en/guide/voice-agent/calls.md#rejected-calls-and-calls-that-dont-appear). ## See also - [Dashboard](https://supportfast.ai/en/guide/voice-agent/dashboard.md): The figures for all calls in the period. - [Recording and consent](https://supportfast.ai/en/guide/voice-agent/recording-consent.md): When there's audio and when there isn't. - [Post-call: data, email, webhook](https://supportfast.ai/en/guide/voice-agent/post-call.md): Outcome, summary, email and webhook. - [Voice agent and calls](https://supportfast.ai/en/guide/help/voice-agent-issues.md): The most common problems and how to solve them.