Omni CRM
A single place to search, filter, and analyze every customer interaction your agents have handled.
Omni CRM gives you one searchable table of every interaction your agents have handled, with one row per call. Use it to review outcomes, listen to recordings, read summaries and transcripts, and export the data.
Omni CRM may need to be enabled for your account. If you do not see it in the sidebar, contact support.
Where to find it
In the dashboard sidebar, open Omni CRM.
What each row shows
- Contact name, and the agent (bot) that handled the interaction
- To and from number, date, and duration
- Outcome (for example completed or voicemail) and sentiment
- Call Quality Score (see Call quality)
- Recording with an inline player and download
- A button to open the full call log, summary, and transcript
Any post-call variables your agent extracted are added automatically as extra columns, so you can scan captured fields at a glance.
What you can do
- Filter by agent, outcome, sentiment, or date
- Search across interactions
- Listen to recordings and read summaries and transcripts
- Export the filtered view to CSV
Walkthrough: review and export calls
Filter to what you need
Filter by agent, outcome, sentiment, or date, or search across interactions.
Dig into a call
Open a row to play the recording, read the summary and transcript, and check the extracted variables and Call Quality Score.
Export
Export the filtered view to CSV to share or analyze elsewhere.
Omni CRM is a place to review and analyze interaction data. To manage a pipeline of leads, use the Leads page instead.