Broccoli Dashboard > Calls
In the Calls section you can view your call history, review and troubleshoot calls, and listen/download your call recordings
Call History
Call History
Here you can see your entire call history. By default this only shows calls from the last 7 days, but you can adjust your date range with the dropdown in the top left.
At a glance, each call shows the following:
Call Status - Broccoli will automatically apply a status based on the results of the call. (Booked, Unbooked, Excused, Reviewed, and Unreviewed)
Time - The date and time the call took place
Customer - The name and number of the customer on the call
Duration - The length of the call
Tags - Broccoli will automatically add pre-made tags to calls to give you further insight into the call
Review - Whether the call has been reviewed by a member of your team. Make sure to add notes and mark your calls reviewed as you continue to refine your AI Agent!
Additionally, click on a call to open the call details
Filters and Search
Filters and Search
Clicking on a status at the top will quickly let you view each call in that category for the selected date range
Click here to see additional filter options by tags
Click here to download your call logs
Click here to refresh your call history
Search your entire call history here
Call Details
Call Details
Clicking on a call will open the call details; a comprehensive view of what happened on the call including the call recording, summary, full transcript, and events.
*Note: When sharing a call for review, make sure to click on 'Copy Link' at the top of the call summary window
Recording: Listen to and/or download the call recording
Summary: A short AI summary of the call
Transcript: Full call transcript. Clicking on a section starts playing the recording from that section of the call.
Events: An overview of any actions/decisions made by the agent on the call. Useful for quickly seeing what job type was chosen, who notifications were sent to, etc.
Ask Brocc
Ask Brocc
Notice the ‘Ask Brocc’ button at the top of the call summary? This is an incredibly useful tool for troubleshooting calls and figuring out why the Agent might have handled a scenario in a certain way.
Clicking on ‘Ask Brocc’ will allow you to ask the agent directly why it handled the call in a certain way. If you’re ever unsure, just ask! (Ex: Why did you offer this appointment window?) The agent will give you a detailed overview of the reasoning behind why it made certain decisions on the call, and oftentimes will allow you to narrow down the specific section in Agent Config or possibly your scheduling settings that you might need to address in order to prevent the issue from happening again in the future.
For more information on troubleshooting calls, refer to this article here