> ## Documentation Index
> Fetch the complete documentation index at: https://docs.diga.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Call Monitoring

> Review and analyze all calls made by your agents in real-time

## Call Log

The call log allows you to review and manage all calls made by your agents in real-time. Use filters to quickly find any conversation.

### Access the Log

To access the call log, simply navigate to the **Call Log** section in the left panel. There you will find a table with all calls made by your agents.

### Table Information

Each log entry shows:

| Field             | Description                                           |
| ----------------- | ----------------------------------------------------- |
| **Identifier**    | Unique call ID (e.g., `#ef52...`) with copy option    |
| **Agent**         | Name of the agent that handled the call               |
| **Type**          | Indicates if the call was **Inbound** or **Outbound** |
| **Contact phone** | Customer or contact number                            |
| **Status**        | Current call status                                   |
| **Duration**      | Total conversation time                               |
| **Date**          | Exact date and time of the call                       |
| **Actions**       | Link to view full details                             |

<Frame>
  <img src="https://mintcdn.com/diga/5WJ7DCPPeyMq2XKq/images/tabla-llamadas.png?fit=max&auto=format&n=5WJ7DCPPeyMq2XKq&q=85&s=446c8e3ab2874b2e22217b5fbad0792e" alt="Screenshot of the call log showing the table with the mentioned columns" width="2880" height="1800" data-path="images/tabla-llamadas.png" />
</Frame>

### Call States

Calls can be in different states:

<AccordionGroup>
  <Accordion title="Completed" icon="circle-check">
    The call ended successfully. You can access the recording and full transcription.
  </Accordion>

  <Accordion title="Dialing" icon="phone-outgoing">
    The outbound call is in the dialing process, waiting for the contact to answer.
  </Accordion>

  <Accordion title="In progress" icon="phone-call">
    The call is currently active.
  </Accordion>

  <Accordion title="No answer" icon="phone-missed">
    The contact did not answer the call.
  </Accordion>

  <Accordion title="Failed" icon="phone-off">
    The call could not be completed due to a technical error.
  </Accordion>
</AccordionGroup>

## Call Details

By clicking on a call, you access its detailed view with all conversation information.

### General Information

At the top you will find:

* **Call ID**: Full unique identifier with copy option
* **Status**: Badge indicating if the call is completed, in progress, etc.
* **Date and time**: Exact moment the call was made
* **Agent**: Name of the agent that handled it
* **Type**: Whether it was inbound or outbound
* **Duration**: Total conversation time

### Contact Information

<CardGroup cols={2}>
  <Card title="Contact" icon="user">
    Contact name if available in your CRM or integrations. Shows "Unknown" if no information.
  </Card>

  <Card title="End reason" icon="flag">
    Indicates how the call ended: "Customer hung up", "Agent finished", "Transferred", etc.
  </Card>
</CardGroup>

### Audio Player

Listen to the full call recording:

* **Playback controls**: Play, pause, and progress bar
* **Volume control**: Adjust audio level
* **Time indicator**: Shows current time and total duration
* **Download**: Option to download the audio file

<Info>
  Recordings are stored securely and are available for 90 days. You can download them for permanent archiving.
</Info>

### Call Transcription

The transcription shows the full conversation in chat format:

**Transcription format:**

* **Contact** (left): Customer messages in bubbles aligned to the left
* **Agent** (right): Agent responses in bubbles aligned to the right
* **Timestamps**: Each message includes the exact time

**Transcription example:**

```
Contact - Friday, 12:00
"Can you hear me?"

Agent - Friday, 12:00
"Hello, I'm Natalia, your virtual nurse from the Cardiac
Insufficiency Unit at the Hospital, how are you?"

Contact - Friday, 12:00
"Hello, Natalia, I'm doing great."

Agent - Friday, 12:00
"I'm very glad to hear that. Can you tell me your name
to confirm it in your file?"
```