Review calls, quality and results

Every call your assistants handle is saved with its recording, transcript and summary. AIVA also scores each call and flags the ones worth a closer look. The Analytics page shows what AIVA achieved for you, and Incidents tells you when something is going wrong.

1. Find a call

1. In the sidebar, open Communication → Calls.
2. Click the Logs tab.
3. Narrow the list down with:
   • the search box,
   • the assistant picker,
   • a date range,
   • the outcome filter (All outcomes shows everything),
   • Needs review, to show only calls flagged for review,
   • Flagged, to show calls where sensitive details such as a card number were detected.

Each row shows the contact, when the call started, the assistant, duration, status, outcome, quality, QA score, caller sentiment and cost. Click a column heading such as Started or Duration to sort.

2. Open a call

Click a row to open Call details:

• Summary: a short write-up of the call.
• Recording: play it back in the browser.
• Transcript: the full conversation, with a search box to find a line.
• Actions taken: what the AI did during the call, each marked Done or Failed.
• Call QA: the call's checklist results, if the assistant has a QA checklist (see step 4).
• Notes on this call: add your own notes for the team.
• Privacy: delete the call's Recording or Transcript if you need to.

Fix a wrong answer

If the AI said something wrong, click Fix this answer under that line in the transcript. In Fix this answer, choose:

• Save as a correction: fill in What the caller said, What the AI said (wrong) and What it should have said.
• Add to knowledge instead: add a Title and What the AI should know.

Click Save. A correction is used on the next matching call.

3. Call scoring and Needs review

After each call AIVA rates its quality from 1 to 5 and notes how the caller sounded. A call shows Needs review when any of these is true:

• its quality is 2 or lower,
• the caller sounded negative,
• its QA score is below 70.

Hover over the Needs review badge to see why. Click the Needs review filter on the Logs tab to work through those calls one by one.

4. QA checklists

A QA checklist is a list of things every good call should include, such as "Asked for the caller's name". AIVA checks each call's transcript against it and gives the call a score.

1. Open AI Configuration → Assistants, click the assistant, and open the QA tab.
2. Click Add item for each check, or Add example items to start from a few examples.
3. Click Save draft. Checklists apply straight away, with no Publish step.

Calls to an assistant without a checklist aren't QA-scored. In Call QA, each item shows Met, Missed, N/A or Unclear, and the call gets a score such as QA 85.

5. Topics

AIVA tags each call with topics automatically. To tidy them up, click Manage topics on the Logs tab:

• To rename a topic, tick it, type the new name in Merge into, and click Rename topic.
• To merge topics, tick several, type the name they should share in Merge into, and click Merge topics.

Topic counts cover the last 90 days.

6. The Results dashboard

Open Overview → Analytics. The Analytics section shows call volume over time, peak hours and your top assistants. The Results section shows:

• Appointments Booked
• New Callers Captured
• Resolved Without a Person
• After-Hours Calls Handled
• Hours Saved
• Money Saved
• Handoff Rate

If a card shows Set hours or Set your rate, open AI Configuration → AI Training → Business Settings. Under Business hours & staff cost, set your open days and hours, and your Staff cost ($/hr). Results use these from then on.

7. Ask your calls

Under Ask your calls on the Analytics page, type a question in Your question, such as "Why did people cancel last month?", and click Ask. You get an answer with View call links to the calls it's based on.

8. Weekly insights and the Monday email

Each week, AIVA reviews your calls and lists what it found under What your calls are telling you on the Analytics page, with the week it covers. Some findings have a button that takes you to the place to act on them.

On Monday morning, in your time zone, AIVA emails you a summary of the week before. It covers calls handled, calls resolved without a person, after-hours calls, appointments booked, hours saved, and up to three of that week's findings. To turn it off or on, open your account menu at the bottom of the sidebar, click My Profile, and use the Weekly summary email switch under Notifications.

9. Incidents

Open Overview → Incidents to see what's going wrong with your assistants right now. AIVA opens an incident when it spots one of these:

• Actions failing
• Calls dropping
• OpenAI quota exhausted
• OpenAI key invalid

AIVA alerts you in the dashboard and by email. Each incident shows when it started, whether it's Open or Resolved, and its latest activity. For a key problem, click Fix OpenAI key. When you've dealt with an incident, click Mark resolved. Incidents can also resolve automatically once the problem stops.

Common questions

Why is a call missing a QA score? The assistant has no checklist, or none of the items applied to that call (QA N/A). If scoring failed, Call QA says so.

Next steps

• Teach your assistant using what you learn from calls.
• Monitor live calls as they happen.
• See your OpenAI and Twilio usage, including cost per call.