Finding calls — polite.ai docs

Search, filter and sort every conversation the agents have had — and export the lot to CSV.

Calls in the sidebar opens the log: every call in the selected window, newest first. Stat tiles above the table count Calls, Completed, Live and Failed for the current range, and clicking any row opens the call-inspection drawer.

The Calls page: summary tiles for calls, completed, live and failed, a search box, agent and status filters, and the call table with grouped transferred calls showing an N legs pill — The Calls page — status tiles, filters, and grouped rows for transferred calls.

Pick a time window

A segmented control in the header offers Today, Yesterday, 7 days, 30 days (the default) and Custom — From and To date-time pickers, so the log can be pinned to exactly the hour a problem was reported. The chosen range rides the URL, so a filtered view can be bookmarked or pasted to a teammate.

Search and filter

The search box matches the caller's number, the dialled number, or the agent's name. The All agents dropdown scopes the log to one agent. Status pills — All, Completed, Live, Transferred, Failed — each show a live count for the current window; clicking one filters.

The statuses: Completed — ended normally. Live — in progress right now. Transferred — more than one leg handled it. Failed — something went wrong on the call, worth troubleshooting with AI. No answer — the call never connected.

Good to know —

Transferred isn't an outcome — it means the call had more than one leg. A transferred call also shows under Failed or Live if any of its legs does, so a single failed leg surfaces the whole chain.

Transferred calls and their legs

A call that moved between agents appears as one group row showing the journey — Reception → Sales → Support — with an N legs pill. Clicking the row expands the legs as indented sub-rows; clicking a leg opens just that leg in the drawer. A segment where the caller was bridged to a person is labelled as the human leg — Human — number. Filters and sorting treat the group as a single call.

Sort the table

Clicking the Time, Agent, From, Duration or Status header sorts by it; a second click flips direction. The footer reads Showing X of Y calls; a window holding more than the page could fetch shows Y+ and asks for a narrower range.

Export to CSV

Export CSV, next to the date-range control, downloads the current list as calls-YYYY-MM-DD.csv with columns Time, Agent, From, To, Duration (s) and Status. The export honours the date range, the agent filter and the search box — but not the status pills. Transcripts, recordings and costs aren't included; those live in the call drawer and in Usage.