# Welcome to Dialytica
Welcome to Dialytica Official Documentation and Help Resource.
Welcome to Dialytica, an ultimate solution for outbound dialing and call quality assurance. It is a SaaS (Software as a Service) platform designed to accelerate your call center operations and boost your efficiency in managing calls and campaigns.
In addition to an amazing set of tools, Dialytica provides you with everything you need to manage the call centers and generate leads. Moreover, with its internally developed Large Language Models (LLMs) and Machine Learning algorithms, it uses AI calling to optimize the systems and manage the call operations.
Being the most cost-effective in the respective market, Dialytica offers its services at competitive pricing, ensuring the best value for money without compromising the service quality. At Dialytica, you can currently get the Call QA, Call Campaign, and/or SMS software to fulfill your needs.
Dialytica is easy to use and learn, with call campaigns created in minutes, automated calls set up and call recording facilities. In addition to the continuous addition of groundbreaking features in each update and excellent support, comprehensive documentation, tutorials, and support resources are available to help you get the most out of Dialytica.
# Getting Started with Dialytica Call Campaigns and Call QA
To start with Dialytica, visit [Dialytica.com](https://www.voslogic.com/index.html) and click the Get Started button.
Now, fill out the form with the correct details. The Dialytica team will contact you soon with your login details.
* **First Name:** Enter your first name.
* **Last Name:** Enter your last name.
* **Email:** Enter the email address you want to use for Dialytica. Ensure the email is correct, as you will receive updates about your query.
* **Phone Number:** Enter a valid phone number.
* **Message:** Enter the details of what you need and the service to avail. You can also mention your questions here.
* **Submit:** This button submits your query to the Dialytica team.
# Dialytica Call Campaigns
The Dialytica Call Campaigns is a sophisticated program that helps you create and manage your call campaigns. This software sends automated call campaigns to your selected contact list and enables you to control these calls. This tool has features like IVR Broadcasting, Ringless voicemails, AI calling, DNC lists, etc.
The following guide walks you through the Dialytica Call Campaigns so you can use it effectively.
# Login
After you have received the login details, you can access Dialytica Call Campaigns and log in.
* **Email:** Enter the email address where you received the login details.
* **Password:** Enter the assigned password.
* **Show Password:** Click the Eye icon to view the password.
* **Remember me:** Keeps you logged in even after you close the program.
* **Forgot Password:** Send password reset request.
* **Login:** Access the program.
# Understanding the User Interface
Before diving deep into how things work, let's take you through different elements of the main interface.
1. **Navigation:** This section helps you navigate between different pages.
* **Dashboard:** Summarize the activities on your call campaigns.
* **Campaigns:** Displays campaign-specific details.
* **Number:** Displays the list of numbers you currently have.
* **DNC**: Shows Do Not Call list.
* **Contact Lists:** View different contact lists.
* **Incoming Call Logs:** Shows the received calls.
* **Outgoing Call Logs:** Shows the sent calls.
* **Recordings**: View and manage recordings.
* **Payments**: View payment details and history.
2. **Day and Time:** Top bar displays the day and campaign hours based on American or Central Standard Time (CST).
3. **Current Balance:** This is a clickable field that displays the balance details:\
4. **View Mode and Notification:** The Moon icon lets you switch the interface from dark to light mode and vice versa.
The Bell icon displays the notifications about your campaigns and account.
5. **Profile Picture:** Displays more profile settings and logout option.
6. **Selected Page:** This area displays the page-specific elements.
# Dashboard
After logging in, the first screen that appears is the Dashboard, which summarizes the call campaign activities for the selected date ranges.
* **Date Range:** Let you choose a date from the Calendar to view the statistics. The data displayed in the dashboard is based on the dates selected.
* **Total Active Campaigns:** Shows the number of campaigns in playing status even if they are out of hours.
* **Total Paused Campaigns:** Shows the number of campaigns that are paused.
* **Total Finished Campaigns:** Displays the number of campaigns that have finished.
* **Total Preprocessing Campaigns:** Total campaigns for whom data is being preprocessed.
* **Total Contacts:** Number of contacts in contact lists.
* **Total Recordings:** Number of recorded calls.
* **Total Call Backs:** The number of incoming calls from a campaign.
* **Total Numbers:** Total count of numbers that you own.
* **Average Call Duration:** Average time for which the calls lasted.
* **Total Spend:** The amount spent in the selected date ranges.
* **ASR Percentage:** Displays Average Succession Survey Response Rate in percentage for your campaigns.
# Campaigns
This page displays the campaign details and allows you to edit, delete, or create campaigns.
* **Campaign Send Rate:** Total send rate of active campaigns.
* **Total Active Campaigns:** Number of campaigns that are currently active.
* **Total Paused Campaigns:** Number of campaigns that are currently paused.
* **Campaigns Table:** The table displays the following campaign details:
* **Campaign Types:** Specifies the type of a campaign.
* **Name:** Defines the campaign name.
* **Start Date:** The date the campaign was created.
* **Status:** Shows the current state of a campaign. This could be:
* **Out of hours:** Calls won't be sent due to the hour selection being invalid for the current time.
* **Preprocessing**: Data is being processed for calls to be sent out.
* **Pending**: No action is being performed on the campaign.
* **Send Rate Per Hour:** The number of calls the system will send an hour.
* **Total Contacts:** The contacts associated with the campaign.
* **Pending Contacts:** Contacts waiting to be added to a campaign.
* **Progress:** Visualizes the campaign progress with a progress bar.
* **Actions:** Options to perform different actions on the campaigns. These options include:
* **Delete Campaign:** Click the Trashcan icon to delete a campaign. You will see a confirmation popup on the screen.
* **Duplicate Icon:** This icon helps you copy the settings of a campaign to a new campaign.
* **View Campaign Stats:** On this page, you can view the statistics about your campaigns.
* **Update Campaign Hours:** Let you change the campaign's active hours. To not send on a date, you can set it to 00:00 to 00:00. Please note that all times are in American CST.
* **Edit Campaigns:** The Pencil icons help you change an existing campaign. When click, the following form is displayed:
**Here you can edit:**
▶ Name of the campaign
▶ Number to forward the return calls.
▶ Number to which the receiver will be routed after pressing the Opt In number.
▶ Audio to be played for the call. Multiple Audios can be selected, and will be rotated through automatically at the set percentages. (Note:Percentages must add up to 100%).
▶ Opt In number represents the number pressed if the user wants to opt in.
▶ Opt In Recording plays when the receiver presses the Opt In number.
▶ Opt Out Number is the number a user presses to opt out.
▶ Opt Out recording plays when a user decides to opt out.
▶ Drops Per Hour represent the number of calls to make per hour.
* **Filter Campaigns:** Search campaign by name, status or creation date.\
* **Campaign Stats:** This page displays the demographic data for your campaigns.
* **Sent:** Percentage of sent calls.
* **Pending:** Percentage of pending calls.
* **DNC Calls:** Calls made to DNC numbers.
* **Reset Count:** The number of times the campaign has been reset.
* **Status**: Shows if the campaign is currently playing or not.
* **Creation Date:** Data on which the campaign was created.
* **Optout Count:** Number of contacts who have opted out from receiving calls.
* **Optin Count:** Number of contacts that have opted in to be transferred.
* **VM Count:** Number of voicemails successfully left.
* **Contact Carrier Breakdown:** Shows the percentage of calls and where they have landed, i.e., the end carrier through which they have been routed.
* **Contact Line Type Breakdown:** Break down the different line types the calls have been sent to, i.e., landline, mobile number, and wireless.
* **Call Breakdown**: Shows individual call details. Use filters to search the calls by disposition or date.
* **Export Call Breakdown:** Download the call details in CSV format.
* **Destination Heatmap:** Shows the percentage of where the sent calls have landed.
* **Opt In Heat Map:** Shows the location from where people have opted in to receive calls.
* **Opt Out Heat Map:** Locations from where people have opted out to receive calls.
* **Create Campaign:** Create Campaign button displays the form to create a new campaign.
* **Select Campaign Type:** Choose the type of the campaign from the list.
* **Campaign Name:** Specify the campaign name.
* **Caller ID Forward:** The number to which the callbacks will be forwarded.
* **Opt In Number:** Number that a receiver will press to opt in.
* **Number To Transfer:** The number to which the call will be transferred when a receiver opts in.
* **Opt Out Number:** The number a receiver will press to opt out and be placed on the DNC list.
* **Survey Audio:** Audio to be played when a recipient receives a call. Multiple Audios can be selected, and will be rotated through automatically at the set percentages. (Note:Percentages must add up to 100%).
* **Opt In Audio:** Audio to be played when a receiver presses the opt in number. If you do not want to use audio, you can use silent 1-second audio such as "Please wait while your call is connected."
* **Opt Out Audio:** This is the audio played when a recipient presses the opt out number, i.e., "You've been placed on our do not call list. Goodbye!"
* **Voicemail Enabled:** If the voicemail is set to yes, the system will leave a message on the recipient end after the beep. Otherwise, it hangs up the call. Multiple Audios can be selected, and will be rotated through automatically at the set percentages. (Note:Percentages must add up to 100%).
* **Contact Lists:** Choose the contact list(s) to add to the campaign. You can select multiple contact lists.
* **Send Speed:** Determine the number of calls sent per hour.
* **Filters:** Choose different settings for sending out the data.
* **Line Type:** Choose the lines to which you want to send the calls. The options include Landline, Mobile, VoIP, and All.
* **Bypass DNC:** Select to ignore the DNC lists internal to your system. Enabling it is not recommended. Also, you will still not be able to send calls to high-risk DNCs.
* **Block Specific States:** Choose the states you do not want to include in the campaign.
* **Only Send To Unique Numbers:** Select to ignore the repeated entries under the selected call lists.
* **Schedule Delivery:** Choose when to start sending out the calls.
**▶ Send Now:** Sends the campaign immediately after you click the Submit button.\
▶ **Send Later:** Schedule a date to start a campaign later.\
▶ **Test Now:** Allows you to send a test call to a chosen number to check the audio quality.
# Numbers
The Numbers page displays the numbers you own and lets you purchase and manage them. While purchasing a number, you can specify the name and description.
To search for a number, type in its name or the number in the search box. All the numbers are displayed in tabular form.
To purchase a number, click on the Purchase Number button.
* **Name**: Input the name for the number.
* **Description**: Define the purpose of the number you want to purchase.
* **Select Type:** Choose the type of the number to purchase, i.e., Toll Free or Local.
The local numbers are state-specific, and you need to select a state and rate center for each of them.
* **Limit**: Specify the limit for the purchased number.
# DNC
The DNC (Do Not Call) page lets you add and manage the DNCs. You can also upload DNC lists and export the existing ones.
* **Search:** Search for the DNC number by date or number.
* **DNC Table:** This table shows the numbers added to the DNC, their creation date, and actions. Under Actions, you can only Delete a DNC by clicking on the Trashcan icon. It displays a confirmation message before deleting a record.
* **Export DNCs:** This option lets you export the DNC. The exported file includes ID, DNC number, Raw DNC Number, User who created the number, and creation date.
* **Upload DNC:** Upload DNC button lets you upload a DNC list available on your system. Using this feature, you can upload up to 500,000 numbers to the DNC list at once.
* **Create DNC**: You can add new numbers to the DNC list by clicking this button.
# Contact Lists
This page helps you create and manage the contact lists in your account.
* **Total Contacts:** The number of contacts in all your contact lists.
* **Total Contact Lists:** The number of contact lists in your account.
* **Search**: Search for the contact lists by name, status, creation date, or total contacts.
* **Name:** Name of the contact list.
* **Status**: Shows the current state of the contact list, i.e., Active, Delete, etc.
* **Total Contacts**: Number of contacts in a specific list.
* **Percentage By Type**: This field breaks down the contacts based on the line type in percentage.
* **DNC**: Shows the High-risk DNCs and the number of internal DNC matches.
* **Actions**: Under this field, you can perform different actions on the contact lists:
* Stats: Shows the demographic data about contact lists. The Stats page shows the following information:
* **Mobile Percentage:** Shows the percentage of the entries with the Line Type set to Mobile.
* **Landline Percentage:** Shows the percentage of the entries with the Line Type set to Landline.
* **High Risk Count:** This shows the total numbers flagged as High Risk. This includes the numbers with the risk of being TCPA Litigators or honeypots.
* **Others Percentage:** Shows the percentage of the entries with the Line Type set to Others, i.e., VoIP.
* **Total Contacts**: Shows how many contacts are available in a contact list.
* **DNC Count**: The count of internal DNC entries.
* **Line Type Graph:** Shows the Line Type (Mobile, Landline, Others) breakdown graphically with a pie chart.
* **Carrier Break Down:** Upon hovering, this graph shows the carrier name and the percentage associated with it.
* **State Map:** Shows a state heat map of data and its frequency in specific states.
* **Contact List Used In:** Shows the campaigns in which the selected contact list has been used.
* Edit: Shows options to make changes to existing contact list.
* **Download:** You can download the contact list with the following details in CSV format:
* **Number**: The number of the person in the contact list.
* **State**: The state based on area code.
* **Type**: The line type of the phone number.
* **Company**: The carriers associated with the phone number.
* **DNC**: Specifies if the number is on the internal DNC (Yes/No).
* **High Risk:** Specifies if the number is a known high-risk number (Yes/No).
* **National DNC:** Shows if the number is on the national DNC list (Yes/No).
* **Delete:** The Trashcan icon deletes the contact list after confirmation.
* **Create Contact List:** This button lets you create a new contact list. You first need to specify the name of the list in the following screen and click Save:
Then, you will see the options to upload the contact list.
Drop the file or click the link to paste the contacts from a table. After uploading the contact list, you will see the following interface.
Here, you can choose the encoding, switch rows and columns, and choose the table header. Once done, click Next.
On the Map Columns screen, choose a column to map with the Number field and click Next.
Verify the data by going through it and cancel out unwanted entries. You can also choose not to keep headers and view invalid entries only by choosing the corresponding options.
When you click on the Find and Replace button, the following form appears:
* **Column Names:** Choose the column to find the entry.
* **Find**: Enter the data to look for.
* **Case Sensitive:** Choose if you want to change certain appearances of the data.
* **Exact Match:** Choose if you want to look for the exact match of what you typed.
* **Replace With:** Text to replace the found occurrences.
Once done, click the Submit button, and the contact list will be added to the Contact Lists page.
# Incoming Call Logs
This page shows incoming call logs and allows you to search and filter logs by caller ID, date, and call duration.
Besides filters, you have the following data in the Call Logs table:
* ·**Call ID:** Represents the unique ID assigned to each phone call. You can use this ID to search for a log by typing it in the first search box.
* **Duration**: Shows the length of the call in minutes and seconds.
* **From Number:** Specifies the number from which the call was made.
* **To Number:** This is the number to which the caller was calling.
* **Cost:** This is the cost of the call according to your rate.
* **Date and Time:** This shows the date and time at which the call was made.
# Outbound Call Logs
This page shows your outgoing call logs and allows you to search and filter logs by caller ID, date, and call duration.
Besides filters, you have the following data on this page:
* **Caller ID:** Represents the unique ID assigned to each phone call. You can use this ID to search for a log by typing it in the first search box.
* **Duration**: Shows the length of the call in minutes and seconds.
* **From Number:** Specifies the number from which you made the call.
* **To Number:** This is the number you were calling.
* **Cost:** This is the cost of the call according to your rate.
* **Date and Time:** This shows the date and time at which the call was made.
# Recordings
The Recordings page shows all the recordings that are available for you to use. You can also create new recordings or manage the existing ones from here.
* **Total Recordings:** The total number of recordings you have uploaded to the system.
* **Average Duration:** Shows the average timing of your recordings.
* **Recordings Table:** Under the recordings table, you will find the following data:
* **Name**: Shows the name of the recording.
* **Creation Date:** Mentions the date at which the recording was uploaded.
* **Duration**: Defines the length of the recording.
* **Actions**: Shows different options to manage recordings:
* Edit: The Pencil icon allows you to change the recording name.
* **Play**: Allows you to play the recording,
* **Download**: Let you download a recording.
* **Delete**: The Trashcan icon allows you to delete a recording after confirmation.
* **Eye Icon:** This icon shows the campaigns where a recording has been used.
* **Create Recordings:** You can add a new recording to your account using the Create Recordings button.
* **Recording Name:** Specify the name of the recording.
**Select Recording Files:** Browse and upload the recordings from your computer.
# Payments
The Payments page maintains a log of all your payments. You can filter them by date & time and payment method (Debit/Credit).
The data represented in the table includes:
* **Date:** Date at which the payment was made.
* **Total**: Shows the transaction amount.
* **Description**: Shows the purpose of payment and other details.
* **Status**: Denotes the payment status (Completed/Failed/Pending).
# Breakout
The Breakout page contains data about your connectivity and other call statistics. It also contains spending information for both daily and hourly spend. Click the “hourly” or “Daily” tabs to switch between views.
The data represented in this table are:
* **Call Date or Call Time:** The Hour-range or Day that the row corresponds to.
* **Customer Charge**: The Amount of funds used in the relevant period.
* **Connected**: The number of calls connected.
* **Billed Duration:** The total combined length of the calls billed in the relevant period.
# CDRs
The CDRs page allows you to export reports of call records. These are by default limited to 5000 records per report, however if a full report / accounting of these is needed they can be provided by request.
* To export a CSV file of your call records, select the appropriate date range, and click “export” when the option appears. After some time processing you are able to refresh the page and the file will be available for download.
# Settings
You can access the Settings page by clicking the profile picture at the top right corner of the screen. Here, you can update your profile details and various other settings.
On this page, you will find the following settings:
* **Account Settings:** Update your account details, such as first name, last name, and email. You can also add your company details and set the default time conditions so that these settings will automatically be pulled in when the campaigns are created.
* **Security Settings:** In this tab, you can update your password, create the API keys to use Dialytica API integrations, and view the API key lists and access log.
* **States Settings:** This lists all the states that you have blocked. It also lets you block more states through the Block States button, so they appear as blocked when creating campaigns.
* API Documentation: This button prompts you to visit Dialytica's API Documentation.
# Dialytica Call QA
The Dialytica Call QA contains tools that help you ensure and enhance the call quality. This program records the calls sent to assess their quality and allows you to create and manage different departments and agents. This tool acquires advanced features like AI-powered call QA, Call transcripts, Per minute pricing, Unlimited recordings, and much more.
The following guide walks you through the Dialytica Call QA so you can use it effectively.
# Login
After you have received the login details, you can access the Call QA and log in.
* **Email**: Enter the email address where you received the login details.
* **Password**: Enter the assigned password.
* **Show Password:** Click the Eye icon to view the password.
* **Remember me:** Keeps you logged in even after you close the program.
* **Forgot Password:** Send password reset request.
* **Login**: Access the program.
# Understanding the Interface
Before diving deep into the details of how Call QA works, let's understand its main interface:
1. **Navigation**: This section helps you navigate between different pages.
* **Dashboard**: Summarize the activities in your account.
* **Departments**: Displays department information and helps you manage and create departments.
* **Agents**: Helps you create, control, and manage agents.
* **Review**: Displays the call lists categorized by their status, i.e., All Calls, Passed, Failed, In Progress.
2. **View Mode and Notification:** The Moon icon lets you switch the interface from dark to light mode and vice versa.
The Bell icon displays the notifications about your campaigns and account.
3. **Profile Picture:** Displays more profile settings and logout option.
4. **Selected Page:** This area displays the page-specific elements.
# Dashboard
After logging in, the first screen that appears is the Dashboard, which summarizes your call QA activities and other information.
* **·Departments:** Shows the number of departments that you have created.
* **Agents**: Shows the number total number of QA agents.
* **Recordings Processed:** Denotes the number of recordings that have been processed.
* **Recordings Passed:** Mentions the number of recordings that have passed call QA.
* **Recordings Failed:** Shows the number of recordings that have failed QA.
* **Ratios**: Depicts the processing, passed, and failed recordings graphically.
* **Agent Failure Ratio**: Depicts the ratio of agent failures in a pie chart.
* **Department Fail Ratio**: Shows the department failure ratio graphically.
* **Line Chart:** Represents the recordings data graphically.
# Departments
This page shows the department information and lets you create and manage QA departments:
* **Search**: Find the departments using the department name, leader name, email, or creation date.
* **Departments Table:** This table contains the following columns:
* **Name**: Shows the name of the department.
* **Leader Name**: Mention the department's leader's name.
* **Leader Email:** This is the department leader's email.
* **Creation Date:** Specifies the date on which a department was created.
* **Actions:** Includes options to manage the existing departments:
* **Edit:** The Pencil icon lets you edit the department information. Here, you can update the department name, leader's email and information, hints, prompts, and flagged words.
* **View Details:** The Eye icon opens the view details page, where you can see the calls processed by the department.
* **Delete:** The Trashcan icon deletes the selected department after confirmation.
* **Department Processed Calls:** This page appears when you click on the View details icon on the Departments page. It mentions all the calls processed by a department.
The data table on this page has the following columns:
* **Creation Date:** Shows the date on which the call was processed.
* **Agent:** The name of the agent who processed the call.
* **Department**: Specifies the department that processed the call.
* **From Number:** The number from which the call was made.
* **Duration**: The length of the call.
* **Status**: Shows if the call passed QA or not.
* **Total Words:** Shows the number of words spoken during a call.
* **Actions:** Gives you different options to manage the processed call data:
* **Call Details:** The Eye icon opens a call details popup to view call transcription, chat with AI, view About info, and add notes.
* **Play Call Recording:** The Play button lets you listen to the recorded call.
* **Download**: Lets you download the call recording.
* **Delete:** The Trashcan icon deletes the record.
* **Search:** You can search for a particular entry by date, department, agent, number, duration, status, or total words.
* **Create Department:** With this button, you can add new departments to the departments list.
* **Department Name:** Specify the name of the new department.
* **Leader First Name:** Enter the first name of the leader.
* **Leader Last Name**: Enter the last name of the leader.
* **Email**: Add the leader's email.
* **Hints**: These are the words, phrases, or indicators that the AI algorithm uses to identify the contexts and specific elements in a conversation, i.e., product names, service issues, etc. These words help the program to evaluate calls more accurately and efficiently.
* **Prompts**: Specify the question that will be asked about all recordings processed by a department.
* **Flagged words:** These are the words that trigger a notification whenever used in a conversation, i.e., profanity, legal or compliance terms, or anything that may require further monitoring.
* **Check for DNC:** Enable this feature if you want the department to check if the client opted to be placed in DNC by default.
* **Permission to pull credit:** When enabled, the department will check if the client allowed the agent to pull their credit by default.
* **Legal Threats:** Check if the client threatens any legal action by default
* **Was Client Interested:** Checks if the client was interested in being processed and moving forward by default
* **Was Client Debit Load Above 10K:** Checks if the client verified over 10,000 debt by default
* **Was the Client Employed:** Checks if the client verified being employed or having an income source by default
# Agents
The Agents page helps you view QA agents' data. You can also edit and create records.
* **Search:** Filter agents by first or last name, email, and department.
* **First Name:** Mentions the name of the agent.
* **Last Name:** Mentions the surname of the agent.
* **Email**: Shows the email associated to the agent.
* **Department:** Shows the name of the department to which an agent belongs.
* **Actions:** Options to perform operations on the records:
* **Edit:** Click the Pencil icon to edit an agent's information. You can edit the first name, last name, email, phone number, and department and add notes to the agent data.
* **View Details:** The Eye icon displays the call information processed by the agent.
**Delete**: By clicking the Trashcan icon, you can delete a record.
* **Agent Processed Calls:** This view appears when you click the View Details icon on the Agents page. It shows the details of the calls processed by an agent.
* **Creation Date:** Shows the date on which the agent processed a call.
* **Agent**: Specifies the agent's name.
* **Department**: Shows agent's department.
* **From Number:** The number from which the call was placed.
* **Duration**: Show how long the call lasted.
* **Status**: Determines if the call passed QA or not.
* **Total Words:** The number of words exchanged during the call.
* **Actions**: Controls to perform operations on the entries:
* **View Details:** By clicking the Eye icon here, you can view the details of the processed call, such as call transcription, chat with AI, and about section. You can also add notes and play recordings by clicking the play button at the bottom of the window.
* Play Call Recording: You can listen to the recorded call by clicking the Play button.
* Download: The download button exports the call recording.
* View Call Logs: The Bell icon displays the call logs that provide more details about the call.
* **Delete**: The Trashcan deletes the record from the list.
* **Create Agent**: To create a new agent, click on this button.
* **First Name:** Enter the agent's first name.
* **Last Name:** Enter the agent's last name.
* **Select Department:** Choose a department from the dropdown list.
* **Email:** Add the agent's email.
* **Phone Number**: Add the agent's phone number.
* **Notes**: Add notes in the agent profile.
# Review
The Review page lets you view all the passed, failed, and pending calls individually. The page itself displays a dropdown list when clicked:
You can click on the list of items to view more details.
# All Calls
This option shows all the failed, passed, and pending call records.
* **Filters**: You can search for specific call records based on date, agent, department, number, and duration.
* **Creation Date**: The date and time when the call was placed.
* **Agent**: The agent assigned to the call.
* **Department**: The department to which the agent belongs.
* **From Number**: The number from which the call was received.
* **Duration**: Determines how long the call lasted.
* **Creation Type:** Specifies whether the call was uploaded manually or created automatically.
* **Status:** Identifies whether the call passed QA or not.
* **Total Words**: The number of words exchanged during the call.
* **Flagged Words:** Flagged words detected by the system during the call.
* **Actions**: More options to manage calls.
* **Call Details:** Shows call transcription, AI chatting, about, and notes in a popup window. It also allows you to listen to the call recording.
* **Call Transcitption:** Textual form of conversation done during the call.
* **Chat With AI:** Allows you to ask questions about the call, client, or agent's behavior from an AI Bot.
* **About Section:** Provides additional information about the call transcript. You can also change the call status or download call details in PDF format.
* **Add Notes:** Allows you to add and edit notes about the call.
* Play Recording: Plays the call recording.
* Download: Downloads the recording.
* Edit Call Status: The Pencil icon lets you change the call status.
* View Call Logs: Shows more call details.
* **Delete:** Removes the record from the table.
* **Export Calls:** This button downloads the call details in CSV format.
* **Create Call:** To manually create a new call, click the Create Call button.
* **Select Agent:** Choose an agent you created earlier.
* **Select Department**: Choose a department from the departments list.
* **From Number:** Add the number from which the call was made.
* **Select Recording Files:** Upload the call recording by browsing your system.
# Passed
This page filters out the successful calls only.
* **Creation Date**: Mentions the date and time when the record was created.
* **Agent**: The agent who processed the call.
* **Department**: The department name to which the agent belongs.
* **From Number:** The number that was used to make the call.
* **Duration**: The time period for which the call lasted.
* **Status**: It is always Passed on this page.
* **Total Words**: The number of words spoken during the call.
* **Actions**: The Actions column includes View Call Details, Play Recording, Download Recording, Call Log, and Delete icons.
# Failed
This page displays the failed calls.
* **Creation Date:** Mentions the date and time when the record was created.
* **Agent**: The agent who processed the call.
* **Department**: The department name to which the agent belongs.
* **From Number:** The number that was used to make the call.
* **Duration**: The time period for which the call lasted.
* **Status**: It is always Passed on this page.
* **Total Words:** The number of words spoken during the call.
* **Actions**: The Actions column includes View Call Details, Play Recording, Download Recording, Call Log, and Delete icons.
# In Progress
This page only displays the calls being processed.
* **Creation Date:** Mentions the date and time when the record was created.
* **Agent**: The agent who processed the call.
* **Department**: The department name to which the agent belongs.
* **From Number:** The number that was used to make the call.
* **Duration**: The time period for which the call lasted.
* **Status**: It is always Passed on this page.
* **Total Words:** The number of words spoken during the call.
* **Actions**: The Actions column includes Play Recording, Download Recording, Call Log, and Delete icons.
# Settings
You can access the Settings page by clicking the profile picture at the top right corner of the screen. Here, you can update your profile details and various other settings.
On this page, you will find the following settings:
* **Account Settings:** Update your account details, such as first name, last name, and email. You can also add your company details.
* **Security Settings**: In this tab, you can update your password, create the API keys to use Dialytica API integrations, and view the API key lists and access log.
* **API Documentation:** This button prompts you to visit Dialytica's API Documentation.
.jpeg?alt=media&token=91b24919-c875-4817-b7af-cc70983ff208)
