Every conversation your agents have, on the phone, by web voice or in chat, is recorded in Logs so you can see what was said, what was captured and what happens next.
Find a call
Open Logs in the sidebar. Search, filter by date, and choose calls, chats or both. Each entry shows the start and end time, duration, status, outcome and transcript, plus the recording if you have recording switched on. You can download recordings and transcripts, or export the list as CSV.
AI analysis
AI call analysis runs in the background after each call and is attached to the same log:
- Summary: a short description of the call
- Call type: support, sales, enquiry, complaint, follow-up or other
- Key topics and action items: what was discussed and what your team needs to do
- Sentiment: positive, neutral or negative
- Resolution: resolved, pending or escalated
Each log also shows the captured fields, any integration actions the agent took and the delivery status of your webhooks. Webhooks send the call ID and captured fields, so your team can open the full log, including the summary, from your own system.
Track performance on the dashboard
Home turns your logs into numbers for calls and chats separately:
- Calls in the last 24 hours, 7 days and 30 days
- Average call duration and first response time
- Average sentiment and calls by outcome
- Success criteria met and failed calls
- Jobs pending or failed, such as webhooks waiting to retry
Live calls
Live shows calls in progress, inbound and outbound, refreshed every few seconds, with the agent, number and campaign. You can end a call gracefully, letting the agent finish with its closing line, or end it immediately.
Use logs to improve your agent
The fastest way to improve an agent is to read its conversations:
- Read ten calls from the past week
- Note any question the agent could not answer, any answer that was wrong and any moment the caller sounded confused
- Add a fact to the knowledge base or a sentence to the instructions for each one
- Repeat next week
Recording and retention
- Retention is set per agent: 7, 30 or 90 days, one year or indefinitely
- When a log expires, its transcript and recording are deleted automatically
- Audio recording is optional per agent, and needs your own storage to be connected
- A recording notice can play at the start of every call, and you can ask callers to say yes before the conversation continues
Role-based permissions control who can see logs. Only give access to people who need it.
Privacy
Transcripts may contain personal data. You are the controller for your callers’ data and Narvin acts as processor. Read UK GDPR and AI call recording for what to tell callers and how to set retention.