# Calls and analytics

> Review conversation status and use the results to improve your agent.

## 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](https://docs.sidemex.app/en/agents/testing/).

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https://docs.sidemex.app/en/agents/calls/