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Locating Call Records

Access call records from the Home dashboard to review both training simulations and live calls.Switch Between Training and Live:
Training vs Live toggle
  • Click Training or Live to switch views
  • The active button turns purple and displays those records
  • Default view shows training records
Contact your Reddy Project Manager to change the organization-wide default to show live call records instead.
In the dashboard view, you’ll see a table with all relevant training simulations or live calls. Use filters to narrow results and find specific calls.

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Filtering Call Records

Reddy uses a dynamic filtering system that defaults to the last 2 weeks of call records (excluding calls under 1 minute).

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Filter Types

Available for both training and live calls:
  • Agent Name/Email: View specific agents
  • Manager Name/Email: Filter by manager
  • Product: Filter by assigned products
  • Date Range: Custom time periods
  • Duration: Filter by call length (minutes)
  • Compliance Score: QA performance thresholds
Additional filters for training simulations:
  • Recipe: Filter by scenario within a training simulation
  • Training Name: Specific training simulations
  • Training Type: Category of training
  • Training with Recipe: Simulations that include scenarios
A training simulation represents a call type (e.g., Refund Request). Recipes are the scenarios within it (e.g., refund via store credit, refund to card, overcome objection with discount).
Add organization-specific filters for live calls (e.g., hire date, ad campaign, sales closed) by sending custom metadata via API.Add metadata to calls

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Using Filters

Apply Filters:
  1. Click Add Filter to open the filter menu
  2. Select your desired filter options
  3. Click Apply Filter to update the dashboard
Edit Active Filters: Click any active filter pill to adjust it directly without reopening the filter menu.Reset Filters: Click Reset Filters to clear all active filters and return to default view.

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Viewing Call Records

Click View on any call record to open the detailed QA page.
QA Checklist: Review all QA items with Pass/Fail/Review statuses for the call.Search QA Items: Use the search bar to quickly find specific checklist items.Filter by Section: View QA items by section or select “All Sections” for the complete checklist.Review Flags: QA items marked for review appear with a flag icon, indicating they need manager attention.

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FAQ

Yes. Use the export function on the main dashboard to download filtered call data as a CSV file.
On the QA Scorecard tab, click the flag icon next to any QA item to mark it for review. This helps track items that need additional attention or discussion.Learn more about submitting QA corrections
For multi-call analysis, use the Chat with Transcripts feature to query data across multiple call records simultaneously.Chat with multiple call records
Ensure calls are being recorded through your integration. Contact your Reddy Project Manager if recordings are consistently missing.