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Open Channels → Calls to review the legacy Avoca Calls workspace. Some teams also have Call Flows, a newer view focused on every handler and routing step. The two experiences can coexist.
Use the call page available to your team. Fields and filters can differ between Avoca Calls and Call Flows; one view is not always a complete replacement for the other.

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Find a call

  1. Select the relevant date range.
  2. Apply the available outcome, agent, reason, or processing filters.
  3. Search using a supported customer or call identifier.
  4. Adjust visible columns if you need a different table view.
  5. Select a row to open the call details.
Summary cards and flow visualizations can help narrow a large result set before reviewing individual calls. When you filter by Business Hours, Avoca uses the structured Business Hours schedule in the Knowledge Base and the team’s timezone. The View / Edit Company Hours dialog contains legacy hours that are used only when Knowledge Base business hours are not set. Update the Knowledge Base schedule for the current source of truth, then re-run the filter.

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Review the call details

Available details can include:
  • Audio recording and transcript
  • Call summary
  • Disposition and call classification
  • Booking or bookability outcome
  • Customer and call metadata
  • Avoca and CRM reasons
  • Handler or routing history
  • Tasks, support activity, notes, evaluations, or revenue data when enabled
Listen to the recording when exact wording, timing, audio quality, or transfer behavior matters. A summary is useful for orientation but is not a substitute for the source call.

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Review pre-call transferred calls

When enabled for your team, open Channels → Calls → Pre-call Transferred Calls to review calls that were forwarded before the normal agent conversation. The metric cards show total transferred calls and the count and percentage attributed to each rule type for the selected date range. Select a rule-type card to filter the table, or select Total Calls to clear that filter. Use the available controls to:
  • Change the date range
  • Search by caller phone number
  • Filter by one or more rule types
  • Refresh the results
Each row shows the date and time, caller phone number, matched rule type, and the Forwarded To destination. Use that value to confirm that the expected receiving number was selected; it does not by itself prove that the destination answered. Select Manage Rules to open Pre-call Transfer Rules when you have access to that configuration. Keep this call page focused on outcomes: review and edit rule definitions on the rules page rather than inferring them from the metric labels alone.

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Export results

Use the CSV export action to export the filtered result set. The base Calls CSV includes Action Item after Notes; a blank cell means the call has no saved action item. Recording export may be available for authorized users and supported calls. Before exporting, confirm the date range, filters, and selected columns. Treat exported call data according to your organization’s privacy and retention policies. In an enterprise workspace, open Calls, apply the intended team and call filters, and choose Export. When call-classification reporting is enabled for the enterprise, the CSV includes Service Type and Job Type. These values are the persisted classifications assigned to each call; a blank value means that call does not have the corresponding saved classification. Other rollout-specific call and Coach exports can add fields such as:
  • Is Bookable, Is Booked, Sub Reason, and pre-call CRM observations
  • Time to Availability (seconds)
  • Non-Booked Disposition Code and Non-Booked Disposition
  • ST Call Memo
  • Opportunity ID and AI Verified Outcome for supported enterprise integrations
These columns are controlled independently. Their absence does not mean the base export failed, and a blank cell means no value was available for that call. For supported enterprise integrations, Opportunity ID can also be a visible Calls-table column and searchable identifier, while AI Verified Outcome can be a visible column and filter. Match the workspace, date range, filters, and enabled columns before reconciling two exports. A team export and an enterprise export can legitimately have different optional fields.

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Review booked calls only

Open Channels → Booked Calls for a focused list of booked calls. This page supports date filtering, CSV export, and call details, with columns such as date, customer name, phone, street address, and ZIP code. For routing analysis across all phone channels, use Call Flows when it is enabled.