After your AI agent handles a call, you can review the conversation to evaluate its performance, check accuracy, and identify opportunities for improvement. Listening to past calls is a great way to fine-tune your agent’s responses and ensure they deliver a consistently high-quality customer experience.
How to Listen to a Call
- Log in to your Dial.Plus account.
- Navigate to the Calls tab.
- Find and click on the call you want to review.
- Press the Play button to start listening.
Additional Call Review Tools
When viewing a specific call, you can also:
- See a Call Summary – A quick overview of the conversation content and key points
- Read the Transcript – A full text record of the call for quick scanning or searching
- Download the Audio – Save the call as an MP3 file for offline review or sharing with your team
Why This Matters
Regularly reviewing calls can help you:
- Identify where your agent needs additional training or updated knowledge
- Confirm that responses are accurate and align with your brand’s tone
- Improve the flow and efficiency of customer interactions
If you’re looking for guidance on improving your AI agent based on these reviews, see our article on Best Practices for Agent Training.