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.
Find a call
- Select the relevant date range.
- Apply the available outcome, agent, reason, or processing filters.
- Search using a supported customer or call identifier.
- Adjust visible columns if you need a different table view.
- Select a row to open the call details.
Summary cards and flow visualizations can help narrow a large result set before reviewing individual calls.
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.
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.
Export results
Use the CSV export action to export the filtered result set. 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.
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. 
