Calls and analytics

Call history

In Llamadas, each row shows date, contact, direction, status, duration, and outcome. Direction distinguishes incoming, outgoing, and web calls when present.

Within an agent, history shows that agent’s calls. Account-level history can combine multiple agents.

What each status means

Status	Meaning
En cola / Programada	Waiting for a turn or scheduled time.
Marcando / Sonando	Attempting to connect.
En llamada	A conversation is active.
Terminada	The call ended; review its outcome.
No contestó / Ocupado / Buzón de voz	A normal conversation with the person was not completed.
Falló / Error del proveedor / No disponible	Review the details before retrying.
Cancelada / Rechazada / Expirada	The call no longer follows its intended course.

A completed call does not prove a sale or appointment occurred. Outcome is a separate record.

Open the details

Select Ver llamada. Details show origin, destination, attempts, and billed minutes; they may also include a summary, status history, transcript, and configuration used.

If Sin transcripción disponible appears, review the remaining record. Detail availability varies between calls. The voice editor does not enable audio recordings.

You can correct the outcome after a call ends. Check reservations and appointments in their corresponding panels.

Analytics

Analítica shows this agent’s metrics for the past 30 days: calls, recorded minutes, active conversations, and appointment requests. For restaurants, it also shows saved reservations, reserved guests, cancellations, and no-shows.

Tests appear in history and can affect metrics. Recorded conversation minutes and billed minutes are different measures; review Plan y uso for consumption.

Use Actualizar to check recent data. Appointment requests using human review still need confirmation.

Improve from concrete evidence

Find a conversation with an incorrect answer, interruption issue, or unexpected outcome. Change the relevant section, apply a version, and repeat that case in Testing.