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 Channels → Call Flows. The sidebar may label it Calls with a NEW indicator, depending on your team’s rollout.
Analyze call traffic
Use the date range and available filters to narrow the table. Metrics and the flow visualization summarize how calls moved through handlers and outcomes. Customize columns when you need to compare particular routing or booking fields.
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.
Export a result set
- Set the date range.
- Apply all required filters.
- Review the resulting call count.
- Use the CSV export action.
Some teams may also have recording export. Availability depends on call data and user access.
Call Flows and Avoca Calls
Call Flows and the legacy Avoca Calls page may both appear. Use Call Flows for cross-channel routing and handler analysis. Use Avoca Calls when you need a legacy field or workflow that has not moved to Call Flows.
Some specialized fields and filters from Avoca Calls may not yet appear in Call Flows. Use the legacy page when your workflow depends on one of those fields.
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.
