Infinity call details give you a close look at each call in one panel, including the recording, the transcript, the customer journey and a call overview. This article explains the Call Details view, starting with the latest version, v3, and then the earlier v2 view used with Conversation Analytics keywords.
Our redesigned Call Details panel is built for clarity and ease. It lets you dive into rich insight without leaving your screen, so you stay in the flow. With a refined layout, upgraded features and more control at your fingertips, you'll understand your calls more clearly.
What's new:
This call details view applies to most customers. It does not apply to customers who use Conversation Analytics keywords, who have a different view for keyword data. See the Call Details v2 section below for more details.
From the Call Log on your dashboard, navigate to Logs > Calls (Call Log). To view infinity call details for a specific call:
You'll still see the main Call Log in the background. The selected call is highlighted with a pink outline and marked as Viewing, so it is easy to find.
At the top of the panel, you'll find:
Infinity call details show the recording for the call you selected, so you can listen without searching for it.
Use the audio player to:
Available to Smart Outcomes users. Smart Outcomes brings your calls to life with summaries, which appear within infinity call details. Instantly see:
Available to Smart Outcomes users. The Call Transcription appears just beneath the summary, in a clear, conversational layout:
As the call plays, the spoken section is outlined in bold. Click any point in the transcript, or on the timeline at the top, to skip to that part of the call.
You can also download the transcription using the download icon at the top right of the transcript.
Infinity call details give you a snapshot of each customer's path to the call, with touchpoints and timestamps shown clearly. You'll also see the time between interactions, which gives you added context around behaviour and urgency.
Need to dig deeper? Select View Full Customer Trace. For the best experience, we recommend opening it in a new tab.
Within infinity call details, the Call Overview gives you a clear, structured summary of each call, with key information grouped into tabs. You'll find:
Beneath the Call Overview, you'll find a section that details any sensitive data detected and redacted from the call recording. Redactions are grouped by type, such as payment information, social security numbers, or personally identifiable information like phone numbers and email addresses.
At the bottom of the panel, you'll find navigation arrows. Use these to move between calls in your log. Infinity call details stay open, so you never need to return to the main dashboard.
With the new Call Details experience, everything you need is one click away: faster, clearer, and designed to keep you in control. It's insight, redefined.
The content below refers to Call Details v2. It is designed for customers using our keyword-driven Conversation Analytics experience. It does not apply to Call Tracking or Smart Outcomes customers.
Infinity call details in v2 give the most detailed view of a call. You can listen to the call, view the transcription and see the results of any keyword spotting. The view keeps many of the elements you'll know, such as the keywords, but many call details now sit in information cards, such as the visitor information and visitor trace.
At the top of the page is the call playback bar, which shows key details about the call and gives you access to the call recording. On the left of the playback panel you can see the caller ID, the tracking number the caller dialled, the tracking pool that number belongs to, and the destination number the tracking number was routed through to.
On the right, you can see the segment of your website the caller called from, the marketing source linked to the visitor journey, and any goal the call drove.
You can click the playback buttons to listen to the call, drag the playback bar to any part of the conversation, and adjust the playback speed. You can download the call recording by clicking the download button next to the call duration.
Above the call recording module is a More info section. Click it to reveal the Call Ref, the unique identifier for the call, the Row ID, the database reference for the call, and any custom variables captured as part of the caller's visitor journey. Click the clipboard icon to copy the data.
Below the call playback section is the visitor journey, which shows the page on your website the caller called from, the number of pages the visitor has visited, the number of times the visitor has called, and when they were first seen on your website. Click the chevron on the right to see a more detailed view of the significant events, or click through to the full visitor trace.
To the right of the page is the call transcription. By default the text scrolls as the recording plays. Change the toggle if you do not want this to happen.
Next to the toggle is the download button, which downloads the transcription as a text file (additional charges may apply).
By default, the whole transcription is shown, and any spotted keywords are highlighted in a secondary colour. To see only the spotted keywords, click the button for that view. Spotted keywords said by the caller appear on the left of the keyword spotting panel, and those said by the agent appear on the right. The timestamp shows the time in the call when the sentence was spoken.
Agent quality shows several key metrics that give you new insight into your conversations with customers. There are two components. The first shows periods when neither party is speaking, which could be an opportunity for optimisation. The second gives metrics on overtalk incidents, where one party speaks over the other. The overview covers the whole call. Click the widget to see the breakdown for the agent and the caller, which you can use to give feedback to the call centre.
The periods of silence are shown on the left tile, and overtalk incidents on the right. Click the arrows on the overtalk incidents to move between the overall total, the agent total and the caller total.
If you're still stuck, get in touch with your account team or email support@infinity.co.