Reviewing calls
Using the Calls list and call detail view to review what happened on every call.
Every call your voice agent handles is logged in one place: the Calls section. You can filter and search the list, then open any call to read its summary, see how the customer felt, and jump straight to the booking or lead it produced.
Open the Calls list
Go to Calls in the dashboard sidebar. You will see one row per call, newest first, grouped by date: Today, Yesterday, This week, and Older.
Each row shows the essentials at a glance:
- Date & time of the call
- Customer name and phone number (the number alone if the caller is not in your records)
- Duration
- Sentiment badge (how the caller sounded)
- Status (ended, ongoing, or missed)
- Summary, a short line of what the call was about
A small stats strip sits above the list. It updates as you filter and shows how many calls you are viewing, your missed-call rate, the average duration, and the share of positive calls.
How far back the list goes
The list loads your most recent calls. If you need to work through a longer history or pull the data into a spreadsheet, use the Export button at the top of the page. See Exporting data.
Filter and open a call
Narrow the list with filters
Use the filter bar to filter by Status (Ended, Ongoing, Missed), Sentiment (Positive, Neutral, Negative), Direction (Inbound, Outbound), and a time window (Today, 7 days, 30 days, or All time).
Search for a specific caller
Type in the search box to find a call by phone number, caller name, or words in the summary.
Open the call
Click any row. On a wide screen, the call details slide in from the side so you keep your place in the list. On a phone or tablet, the row opens the full call page.
What a call detail shows
The detail view brings together everything MAZZA captured, without any audio.
- Caller and contact: the name and phone number, when MAZZA recognizes a returning caller.
- Timing: when the call started and ended.
- Direction and duration: inbound or outbound, and how long it lasted.
- Status: ended, ongoing, or missed.
- AI summary: a clean, plain-English recap of what the caller wanted and what the agent did.
- Sentiment: a reading of how the caller sounded.
- Outcome: a link to the booking or lead the call created, if any.
Sentiment values
MAZZA tags each call with one sentiment so you can spot happy calls and unhappy ones fast.
| Field | Type | Description |
|---|---|---|
| PositiveSet by AI | sentiment | The caller sounded satisfied or pleased with the call. |
| NeutralSet by AI | sentiment | A routine call with no strong feeling either way. |
| NegativeSet by AI | sentiment | The caller sounded unhappy, frustrated, or upset. Worth a follow-up. |
Use sentiment to triage
Filter to Negative calls first thing each day. These are the customers most worth a personal call back before they go quiet.
The outcome link
If a call ended in a booking, the detail view shows a green Booking badge with its status and the vehicle or service, linked to the booking. If the caller was interested but did not book, you will see a blue Lead badge with its qualification status, linked to the lead record. Either way, one click takes you to the full record to follow up. Learn more in Bookings and leads from calls.
A note on recordings
You will not find a recording or a word-for-word transcript on the call page. That is intentional.
No audio or transcripts are stored
In line with UAE privacy rules, MAZZA does not keep call audio or verbatim transcripts. The AI summary is generated after the call from structured details only. The summary, sentiment, and outcome are everything you need to follow up. See Recordings and privacy.
Frequently asked
Why does a call show 'Unknown' instead of a name?
The caller is not yet in your CRM, or they withheld their number. The phone number still appears when it is available, and you can add the contact from the linked lead.
A call has no summary or sentiment. Why?
Very short or missed calls may not produce a summary. Sentiment shows a dash when there was not enough conversation to read.
Can I see trends across many calls?
Yes. The Calls list is for individual calls. For totals, missed-call rates, and patterns over time, use Voice analytics.
Last updated June 2026