What are traces?
Traces let you see the complete flow of a call broken down into individual steps called spans. Each span represents a specific operation — like a conversation turn, an agent response, or a tool execution — with its exact duration. While call logs tell you what happened, traces tell you how long each step took and how they relate to each other.Trace structure
Each call generates a trace with a hierarchical structure. The root span represents the entire session, and individual steps are nested within it:Span types
| Span | What it represents |
|---|---|
| Agent session | The entire call from start to finish |
| User turn | A complete turn of the contact speaking |
| Agent turn | A complete turn of the agent responding |
| LLM generation | The time the AI took to generate a response |
| Voice synthesis | The time to convert text to audio |
| Tool executed | The execution of a tool (integration, transfer, etc.) |
| Path transition | A node change in agents with conversational paths |
Information available in each span
Depending on the span type, you can see different attributes:Conversation turns
| Attribute | Description |
|---|---|
| User message | What the contact said |
| Agent response | What the agent replied |
| Interrupted | Whether the contact interrupted the agent |
Executed tools
| Attribute | Description |
|---|---|
| Tool name | Which tool was executed |
| Arguments | The parameters it was called with |
Path transitions
| Attribute | Description |
|---|---|
| Source node | Which node the transition was made from |
| Destination node | Which node the agent moved to |
| Node type | The type of the destination node |
Use cases
Diagnose slow calls
Identify which step is taking the longest: AI generation? Voice synthesis? An external integration?
Verify conversational flows
Confirm that conversational paths follow the expected transitions between nodes.
Analyze tools
Review which tools were executed, with what parameters, and how long they took.
Understand interruptions
Detect when contacts interrupted the agent and how it responded.