Call Logs

Call logs give you access to every conversation your agents have had—whether from test simulations or real customer calls. Use them to analyze performance, identify training opportunities, and understand what’s working (and what’s not).

Why Call Logs Matter

Historical call data helps you:

Identify patterns - See recurring issues across many conversations
Validate improvements - Compare performance before and after changes
Train better agents - Use successful calls as training examples
Ensure compliance - Audit conversations for regulatory requirements

Example: Searching call logs reveals that 80% of escalations happen when customers mention “refund policy.” You update the agent’s prompt to address this proactively.

What’s in a Call Log?

Each call log contains:

Call Metadata

Source (VAPI, Bland, etc.)
Phone numbers (from/to)
Date and duration
Agent that handled it
Simulation vs real call

Content & Analysis

Full audio recording
Complete transcript
Quality score (if analyzed)
AI-powered insights
Tags and categories

Viewing Call Logs

Via UI
Via API

Navigate to Call Logs to see:

Searchable list of all historical calls
Filter by date, agent, score, or source
Sort by most recent, lowest score, or longest duration
Click any call for detailed view

# List recent calls
curl https://api.chanl.ai/v1/call-logs \
  -H "Authorization: Bearer YOUR_API_KEY" \
  -d '{
    "limit": 50,
    "sortBy": "date",
    "order": "desc"
  }'

Response:

{
  "calls": [
    {
      "id": "call_abc123",
      "source": "vapi",
      "from": "+1234567890",
      "to": "+1987654321",
      "agent": "agent-v1",
      "date": "2024-01-15T14:30:00Z",
      "duration": 245,
      "score": 87,
      "analyzed": true,
      "isSimulation": false
    }
  ],
  "total": 1247,
  "page": 1
}

Analyzing Call Logs

Run Analysis on Historical Calls

Analyze calls that weren’t evaluated when they occurred:

curl -X POST https://api.chanl.ai/v1/call-logs/call_abc123/analyze \
  -H "Authorization: Bearer YOUR_API_KEY" \
  -H "Content-Type: application/json" \
  -d '{
    "scorecard": "customer-service-quality"
  }'

This generates:

Quality score based on scorecard criteria
AI-powered analysis of strengths and weaknesses
Specific recommendations for improvement
Comparison to similar calls

Batch Analysis

Analyze multiple calls at once:

const chanl = require('@chanl/sdk');

// Analyze all unscored calls from last week
const results = await chanl.callLogs.batchAnalyze({
  filters: {
    dateRange: {
      start: '2024-01-08',
      end: '2024-01-15'
    },
    analyzed: false
  },
  scorecard: 'customer-service-quality'
});

console.log(`Analyzed ${results.count} calls`);
console.log(`Average score: ${results.avgScore}`);

Search and Filtering

Advanced Search

Find specific types of calls:

By Score Range
By Date Range
By Agent
By Source

# Find failing calls
curl "https://api.chanl.ai/v1/call-logs?minScore=0&maxScore=70" \
  -H "Authorization: Bearer YOUR_API_KEY"

# Find calls from specific period
curl "https://api.chanl.ai/v1/call-logs" \
  -H "Authorization: Bearer YOUR_API_KEY" \
  -d '{
    "dateRange": {
      "start": "2024-01-01",
      "end": "2024-01-31"
    }
  }'

# Find all calls for specific agent
curl "https://api.chanl.ai/v1/call-logs?agent=agent-v1" \
  -H "Authorization: Bearer YOUR_API_KEY"

# Find only real customer calls
curl "https://api.chanl.ai/v1/call-logs?isSimulation=false" \
  -H "Authorization: Bearer YOUR_API_KEY"

Transcript Search

Search within conversation transcripts:

curl -X POST https://api.chanl.ai/v1/call-logs/search \
  -H "Authorization: Bearer YOUR_API_KEY" \
  -H "Content-Type: application/json" \
  -d '{
    "query": "refund policy",
    "dateRange": "30d",
    "minScore": 0,
    "maxScore": 75
  }'

Results show calls where “refund policy” was mentioned and scored below 75:

{
  "results": [
    {
      "callId": "call_xyz789",
      "date": "2024-01-14T10:22:00Z",
      "score": 68,
      "matches": [
        {
          "speaker": "customer",
          "text": "What's your refund policy?",
          "timestamp": 45
        },
        {
          "speaker": "agent",
          "text": "Our refund policy allows returns within 30 days",
          "timestamp": 48
        }
      ]
    }
  ],
  "totalResults": 23
}

Accessing Call Content

Audio Files

Download or stream call recordings:

# Get audio URL
curl https://api.chanl.ai/v1/call-logs/call_abc123/audio \
  -H "Authorization: Bearer YOUR_API_KEY"

Returns a signed URL valid for 1 hour:

{
  "url": "https://chanl-audio.s3.amazonaws.com/...",
  "expiresAt": "2024-01-15T12:00:00Z",
  "format": "mp3",
  "duration": 245,
  "size": 3145728
}

Transcripts

Get full conversation text:

curl https://api.chanl.ai/v1/call-logs/call_abc123/transcript \
  -H "Authorization: Bearer YOUR_API_KEY"

{
  "callId": "call_abc123",
  "transcript": [
    {
      "speaker": "agent",
      "timestamp": 0,
      "text": "Thank you for calling. How can I help you today?"
    },
    {
      "speaker": "customer",
      "timestamp": 3.2,
      "text": "I received a damaged product and need a replacement."
    },
    {
      "speaker": "agent",
      "timestamp": 6.8,
      "text": "I'm sorry to hear that. Let me help you with a replacement right away."
    }
  ],
  "duration": 245,
  "wordCount": 487
}

Call Analysis Reports

Individual Call Analysis

View detailed AI analysis:

curl https://api.chanl.ai/v1/call-logs/call_abc123/analysis \
  -H "Authorization: Bearer YOUR_API_KEY"

{
  "callId": "call_abc123",
  "overallScore": 87,
  "analysis": {
    "strengths": [
      "Showed immediate empathy for customer's issue",
      "Offered solution within first minute",
      "Confirmed customer satisfaction before ending"
    ],
    "weaknesses": [
      "Didn't verify customer identity before processing",
      "Missed opportunity to upsell protection plan"
    ],
    "recommendations": [
      "Add identity verification step to prompt",
      "Train on upselling during replacement scenarios"
    ]
  },
  "categoryScores": {
    "Communication": 92,
    "Problem Resolution": 88,
    "Compliance": 79
  }
}

Exporting Call Data

Bulk Export

Export multiple calls for external analysis:

CSV Export
JSON Export
With Audio

curl -X POST https://api.chanl.ai/v1/call-logs/export \
  -H "Authorization: Bearer YOUR_API_KEY" \
  -H "Content-Type: application/json" \
  -d '{
    "format": "csv",
    "dateRange": "30d",
    "fields": ["date", "agent", "score", "duration"],
    "filters": {
      "minScore": 0
    }
  }' > calls_export.csv

curl -X POST https://api.chanl.ai/v1/call-logs/export \
  -H "Authorization: Bearer YOUR_API_KEY" \
  -H "Content-Type: application/json" \
  -d '{
    "format": "json",
    "dateRange": "30d",
    "includeTranscripts": true,
    "includeAnalysis": true
  }' > calls_export.json

curl -X POST https://api.chanl.ai/v1/call-logs/export \
  -H "Authorization: Bearer YOUR_API_KEY" \
  -H "Content-Type: application/json" \
  -d '{
    "format": "zip",
    "dateRange": "7d",
    "includeAudio": true,
    "includeTranscripts": true
  }' > calls_with_audio.zip

Finding Training Data

High-Quality Call Examples

Find calls to use as training data:

const chanl = require('@chanl/sdk');

// Find top-performing calls
const topCalls = await chanl.callLogs.list({
  minScore: 90,
  dateRange: '90d',
  limit: 50,
  sortBy: 'score',
  order: 'desc'
});

// Export for fine-tuning
const trainingData = await chanl.fineTuning.prepareDataset({
  calls: topCalls.map(c => c.id),
  format: 'conversational'
});

console.log(`Prepared ${topCalls.length} high-quality examples for training`);

Problem Pattern Identification

Find calls with recurring issues:

const chanl = require('@chanl/sdk');

// Find common failure patterns
const patterns = await chanl.callLogs.analyzePatterns({
  filters: {
    maxScore: 70,
    dateRange: '30d'
  },
  groupBy: 'issue_type'
});

console.log('Common issues:');
patterns.forEach(p => {
  console.log(`- ${p.issue}: ${p.count} occurrences (${p.percentage}%)`);
});

/*
Common issues:
- Refund policy confusion: 23 occurrences (34%)
- Unable to verify customer: 15 occurrences (22%)
- Tool failure: 12 occurrences (18%)
*/

Compliance & Auditing

Compliance Search

Find calls for regulatory review:

curl -X POST https://api.chanl.ai/v1/call-logs/compliance-search \
  -H "Authorization: Bearer YOUR_API_KEY" \
  -H "Content-Type: application/json" \
  -d '{
    "dateRange": {
      "start": "2024-01-01",
      "end": "2024-01-31"
    },
    "requiredDisclosures": [
      "data_privacy_notice",
      "call_recording_notice"
    ],
    "onlyFlagged": true
  }'

Returns calls missing required disclosures:

{
  "flaggedCalls": [
    {
      "callId": "call_compliance123",
      "date": "2024-01-15T09:30:00Z",
      "missingDisclosures": ["call_recording_notice"],
      "severity": "high"
    }
  ],
  "totalFlagged": 3,
  "complianceRate": 98.7
}

Best Practices

Analyze Regularly

Run analysis on all calls, not just the ones with obvious issues. You’ll discover patterns you didn’t know existed.

Search Before Building

Before creating new scenarios, search call logs to find real examples of situations you want to test.

Export for Records

Regularly export call data for compliance and backup purposes. Don’t rely solely on cloud storage.

Tag and Categorize

Add tags to calls (e.g., “excellent_example”, “training_needed”) for easier filtering later.

Compare Time Periods

When you make changes, compare call logs from before and after to measure impact.

Troubleshooting

Missing calls in logs

Problem: Expected calls not appearing in call logsSolutions:

Verify date range filter includes when call occurred
Check if call actually completed (not dropped)
Confirm agent is connected and logging enabled
Look in failed calls section

Can't play audio

Problem: Audio playback fails or URL expiredSolutions:

Audio URLs expire after 1 hour - request new URL
Check browser allows audio playback
Try downloading file instead of streaming
Verify call has audio recording (some simulations might not)

Analysis takes too long

Problem: Batch analysis timing out or very slowSolutions:

Reduce batch size to 50-100 calls at a time
Run analysis during off-peak hours
Consider processing in smaller date ranges
Contact support for large-scale analysis needs

Search not finding calls

Problem: Transcript search returns no resultsSolutions:

Try broader search terms (e.g., “refund” vs “refund policy”)
Verify spelling of search terms
Check if calls have been transcribed
Expand date range

What’s Next?

Analytics Dashboard

See aggregate performance across all calls

Set Up Alerts

Get notified about problematic calls automatically

Fine-Tuning

Use call logs to create training data

Improve Prompts

Update agent instructions based on call insights

Overview

Test

Observe

Optimize

Call Logs

Call Logs

Why Call Logs Matter

What’s in a Call Log?

Call Metadata

Content & Analysis

Viewing Call Logs

Analyzing Call Logs

Run Analysis on Historical Calls

Batch Analysis

Search and Filtering

Advanced Search

Transcript Search

Accessing Call Content

Audio Files

Transcripts

Call Analysis Reports

Individual Call Analysis

Exporting Call Data

Bulk Export

Finding Training Data

High-Quality Call Examples

Problem Pattern Identification

Compliance & Auditing

Compliance Search

Best Practices

Troubleshooting

What’s Next?

Analytics Dashboard

Set Up Alerts

Fine-Tuning

Improve Prompts

Overview

Test

Observe

Optimize

​Call Logs

​Why Call Logs Matter

​What’s in a Call Log?

Call Metadata

Content & Analysis

​Viewing Call Logs

​Analyzing Call Logs

​Run Analysis on Historical Calls

​Batch Analysis

​Search and Filtering

​Advanced Search

​Transcript Search

​Accessing Call Content

​Audio Files

​Transcripts

​Call Analysis Reports

​Individual Call Analysis

​Exporting Call Data

​Bulk Export

​Finding Training Data

​High-Quality Call Examples

​Problem Pattern Identification

​Compliance & Auditing

​Compliance Search

​Best Practices

​Troubleshooting

​What’s Next?

Analytics Dashboard

Set Up Alerts

Fine-Tuning

Improve Prompts

Call Logs

Why Call Logs Matter

What’s in a Call Log?

Viewing Call Logs

Analyzing Call Logs

Run Analysis on Historical Calls

Batch Analysis

Search and Filtering

Advanced Search

Transcript Search

Accessing Call Content

Audio Files

Transcripts

Call Analysis Reports

Individual Call Analysis

Exporting Call Data

Bulk Export

Finding Training Data

High-Quality Call Examples

Problem Pattern Identification

Compliance & Auditing

Compliance Search

Best Practices

Troubleshooting

What’s Next?