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Before you start

  • You need access to your company’s Avoca Dashboard.
  • If you are accessing the dashboard for the first time, you may see a pop-up asking you to Join your organization.

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1) Open the Call Logs

1
Log in to the Avoca Dashboard.
2
In the left navigation, go to Calls → Phone Calls
3
Use the Date range filter at the top to select the time period you want to review.

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2) Find the call you want to review

You can locate a call in a few different ways:
  • Search by caller phone number
  • Search by customer name (if available)
  • Scroll the call list and click the row for the call you want
Tip:If you are troubleshooting a specific interaction, searching by the customer’s phone number is usually the fastest approach.

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3) Open Call Details

  1. Click the call in the list.
  2. The Call Details page will open and you can review:
    • Call recording
    • Transcript
    • Summary
    • Call metadata like time, duration, and outcomes
    • Job Link (Service Titan customers only)

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4) Listen to the recording

  1. Press Play on the recording player.
  2. You can click a line in the transcript to jump to that moment in the audio.

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5) Read the transcript (and connect it to the audio)

  1. Scroll through the transcript to see the conversation.
  2. Use the transcript to quickly confirm:
    • What the customer asked for
    • What information was collected (name, address, issue)
    • Whether the outcome matches what your team expects
  • Copy the URL from your browser’s address bar while you are on the Call Details page.
  • Paste it into Slack, email, or an issue tracker to reference the exact call.

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7) Report an issue with a call

If something looks incorrect (missing audio, incorrect transcript, wrong outcome, or a bug):
1
On the Call Details page, scroll to Report an Issue with this Call.
2
Fill out the form with details about what you expected vs. what happened.
3
Submit. This will send the call to our support team for a fast response.

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Troubleshooting

I can’t find a call I know happened
  • Confirm your date range includes the time of the call.
  • Try searching by phone number instead of name.
  • If the dashboard is missing calls that appear in your CRM, report an issue with the closest call you can find and include the CRM call ID or timestamp.
I’m seeing a “Join” pop-up
  • This is expected the first time you access a dashboard organization. Click Join to proceed.
The dashboard seems slow or hard to navigate
  • Narrow the date range.
  • Use search (phone number) instead of scrolling.

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Best practices for call reviews

  • Review a small set of calls per week and tag or note common patterns.
  • When escalating to Avoca Support or your internal team, include:
    • The call link
    • The date/time
    • What you expected to happen vs. what happened
Last modified on February 19, 2026