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Call Flows is the newer call workspace. Its purpose is to show every call across your enabled phone channels—who handled it, how it routed, and whether it booked. Open the newer call workspace:
  • If Channels contains two items named Calls, select the one marked NEW.
  • If your rollout labels the newer item Call Flows, select Channels → Call Flows.
The correct workspace opens the Call Flows page at a /call-flows dashboard path. The unbadged Calls item and Calls → Avoca Calls open the legacy workspace.

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Choose a call view

The current Call Flows tabs are:
  • All Calls: the full call-flow dataset available to the team
  • Responder: calls associated with Responder
  • Outbound AI: calls associated with Outbound AI
The tabs apply a product scope; page filters narrow that scoped population further.

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Analyze call traffic

Use the date range and available filters to narrow the table. Current Call Flows data can support filters and columns such as:
  • Direction and call type
  • Assistant or agent
  • Handled By
  • Transfer destination
  • Call reason and bookability outcome
  • Service area
  • Customer and phone details
  • Duration and date
Metrics and the flow visualization summarize how calls moved through handlers and outcomes. The available cards are restricted to metrics that can be calculated safely from Call Flows data.
Select a Sankey path or metric card only when you want to narrow the call population. Clear the resulting selection before comparing it with an unfiltered table total.
Select a call to inspect details such as:
  • Recording, summary, and transcript
  • Handler chain and routing steps
  • Disposition, classification, and booking outcome
  • Customer and call metadata
  • Relevant CRM or Avoca reasons
The handler chain is especially useful when a call moves between an AI agent, a transfer destination, and another phone-system handler.

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Read handler and transfer fields

  • Assistant identifies the Avoca assistant associated with the call.
  • Handled By summarizes the participant that handled the relevant leg.
  • Transfer Destination identifies the configured external destination when one exists.
  • Call Reason uses the call-flow classification returned for the record.
One call can contain several participants or legs. Use the detail view when a table row’s final handler does not explain the complete journey.

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Export a result set

  1. Set the date range.
  2. Apply all required filters.
  3. Review the resulting call count.
  4. Use the CSV export action.
Some teams may also have recording export. Availability depends on call data and user access.

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Call Flows and legacy Avoca Calls

The newer Calls item and the legacy Calls → Avoca Calls page may both appear. They use different analytics data models. Use Call Flows for cross-channel routing, participant, and handler analysis. Use Avoca Calls when you need a legacy field or workflow that has not moved to Call Flows. Legacy-only controls can include experiment, Oversight, processing, note, task, or support fields. Do not expect a filter or saved total from one workspace to reproduce exactly in the other.
When sharing a call internally, include the call ID and say whether you found it in Call Flows or Avoca Calls. This makes the same record easier to locate.

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Troubleshoot a missing call

  1. Confirm whether the call should be in Call Flows or legacy Avoca Calls.
  2. Clear filters and widen the date range.
  3. Check the All Calls, Responder, and Outbound AI tabs.
  4. Search with the call ID when available.
  5. Allow recently completed calls time to process.
  6. Record the team, workspace, call ID, time, and active filters before contacting Support.