Call quality and debugging

Every call has a detail view with tools to judge quality and debug what happened. Open any call from Call Logs, Omni CRM, a bulk call, or an agent's recent calls, and use the tabs described below.

Call Quality Score (CQS)

CQS is an automatic score from 0 to 5 that rates how well the agent handled a conversation. It is shown in the call detail's evaluations tab and as a column in Call Logs and Omni CRM.

The score combines four dimensions:

• Intent: did the agent stay on domain, read the caller's intent, and handle the input
• Relevance: did each reply address the caller, stay factual, and move the conversation forward
• Coherence: logical flow, clarity, and no needless repetition
• Latency: how quickly the agent responded each turn

A short label accompanies the number (Excellent, Good, Average, or Poor).

Replay

The Replay tab plays the recording while the call's events appear in sync with the audio, turn by turn. It is the fastest way to debug a call: scrub the audio or click any event to jump to that moment.

• See the conversation as bubbles, including turns that were cut off by the caller interrupting (barge-in), and setup events from before the recording started.
• Expand any event to view its full details.
• If there is no recording, a silent replay plays the timeline on its own clock.

Call traces used for replay are retained for 90 days.

Latency profile

The Latency Profile tab breaks down how long each step of the voice pipeline took, so you can find the slow step before changing anything.

• Summary tiles and statistics for LLM and text-to-speech latency, including averages and percentiles
• A per-turn table and charts showing latency for each interaction
• Per-turn speech-to-text (ASR) timing is shown in the interaction detail for phone and web calls

Use it to pinpoint whether a slow call is coming from the model, the voice, or transcription.

Video walkthrough