Draft Documentation
This guide is currently in development. Content may be incomplete or subject to change.
Traceability
Follow every interaction end to end. Traceability brings together the records that the different systems produce for the same interaction — across channels — into one unified view, so you can confirm each one was handled and quickly spot any that didn't complete the full journey.
What you're looking at
Traceability is channel-agnostic — it traces every interaction, whatever the channel. The principle is the same everywhere: a single interaction is usually handled by more than one system, and each system records only its own part. Traceability joins those records into one interaction and shows, at a glance, whether the parts line up.
Each row in the list is one interaction. The Segments column shows a small timeline with one bar per system that took part — how many bars there are, and what they mean, depends on the interaction.
Example — a voice call (handled by two systems):
- dialer leg — the connection record, usually spanning the whole call.
- assistant leg — the AI conversation, starting after pickup and running to the end.
Other channels follow the same model with their own segments.
An interaction is complete when all the segments it's expected to have are present and line up — for a voice call, that means both bars showing green.
Traceability list with the segment bars, status and drop-stage columns
Screenshot coming soon
The columns
| Column | What it means |
|---|---|
| Start | When the call began |
| Customer | The customer identifier (e.g. phone number) |
| Duration | Total length of the interaction |
| Channel | The channel of the interaction (e.g. voice) |
| Segments | A mini-timeline: one bar per system that took part. Bar position = when that system joined; width = how long it stayed in the interaction |
| Status | Complete, Partial, In progress, or Dropped (see below) |
| Drop stage | For dropped calls, where in the journey the trace is incomplete |
| Outcome | How the call ended — completed, transferred, etc. |
| Actions | Quick view, or open the full detail page |
Reading the bars: each bar shows when a system joined and how long it stayed. For a voice call, for example, the dialer bar usually fills the whole row (it brackets the call) while the assistant bar starts slightly later and is a little shorter — that offset is normal, it just shows the assistant joined after the call connected.
Statuses and drop stages
Status
| Status | Meaning |
|---|---|
| Complete | Both systems recorded the call and the trace is whole |
| Partial | One leg is present and the other is still expected |
| In progress | The call is still active |
| Dropped (Caída) | One leg never linked to the other within the expected window |
Drop stage
When a call is marked dropped, the drop stage tells you where the trace is incomplete:
| Drop stage | What it indicates |
|---|---|
| Infra → Bot | The dialer connected the call, but the assistant portion isn't joined to it |
| Sync gap | The dialer's record hasn't synced yet — a temporary gap that usually resolves on its own |
| Unspecified | Only one side has a record and no more specific stage applies |
A dropped call is not necessarily a failed call. Many dropped rows are calls that were handled normally but whose two records simply didn't link — for example you may see the same customer appear twice within seconds, once as a dialer-only leg and once as an assistant-only leg. Those are the two halves of one call. The Reconciliation view groups these so they can be reviewed and resolved.
Filtering and searching
- Date range — pick the From / To dates for the period you want to review.
- Status — narrow to Complete, Partial, Dropped, etc.
- Channel — filter by channel.
- Search — find a specific call by phone number or reference.
- Quick chips — one-click views such as today's dropped calls or calls waiting to sync.
- Export CSV — download the filtered list for offline analysis.
- Load more — page through large result sets.
Filter toolbar with date range, status, channel, search and quick chips
Screenshot coming soon
The detail view
Open any interaction to see the full picture:
- Timeline — each leg with its exact start and end.
- Recording — listen to the call, with a clickable timeline to jump to a moment.
- Customer journey — the customer's recent interactions, to spot repeat callers.
- Why summary — a plain-language explanation of the status (e.g. complete, waiting to sync, or a genuine drop).
- Source records — drill from the interaction down to the underlying dialer and assistant records.
Interaction detail page with timeline, recording and source records
Screenshot coming soon
Related views
Live
A real-time feed of calls in the last minutes, refreshing automatically. Useful to watch operations as they happen.
Funnel
Pipeline health: completion rate, transfer rate, and where calls drop off between stages.
Reconciliation
Dropped calls grouped by drop stage, so you can review and resolve them in one place.