How to Navigate
- Go to the Home Dashboard.
- From the left side panel, click on Conversations.
- Open the Calls tab at the top of the page.
Filters
Use the filter bar at the top to narrow down your call list:| Filter | Description |
|---|---|
| Agent Name | Filter by one or more agents (e.g., Receptionist for Health Insurance, New AI) |
| Date Range | Set a custom start and end date (e.g., Apr 26, 2026 – May 8, 2026) |
| Timezone | Choose your preferred timezone for all timestamps (e.g., Asia/Calcutta GMT+05:30) |
Calls Table
Each row represents a single call interaction. The table includes the following columns:| Column | Description |
|---|---|
| Conversation_ID | Unique numeric identifier for the conversation |
| Source | Origin of the call (e.g., Playground) |
| From phone number | Caller’s phone number — populated for Outbound calls |
| To phone number | Recipient’s phone number — populated for Outbound calls |
| Call type | Type of call — Chat, Web, or Outbound |
| Call ID | Unique string identifier for the call session |
| Call status | Current status of the call (e.g., Ended) |
| Terminated reason | How the call ended — Agent Ended Call or Customer Ended Call |
| Agent Name | The AI agent that handled the call |
| Updated Datetime | Date when the conversation record was last updated |
| Duration (in seconds) | Total length of the call in seconds |
| Start time | Timestamp when the call began |
| End time | Timestamp when the call ended |
Call Types
Chat
Text-based sessions initiated through the Playground interface. Duration is typically
0 seconds as these are non-voice interactions.Web
Calls initiated via a web embed or widget by a customer visiting your site or app.
Outbound
Calls placed by the AI agent to a customer’s phone number. Both
From and To phone numbers are populated.Terminated Reasons
| Reason | Description |
|---|---|
Agent Ended Call | The AI agent terminated the conversation |
Customer Ended Call | The customer or user ended the conversation |
FAQs
Why is the duration 0 for some calls?
Why is the duration 0 for some calls?
Chat-type calls (text sessions in the Playground) show a duration of
0 seconds because they are not voice calls — there is no audio duration to measure.What does 'Playground' source mean?
What does 'Playground' source mean?
Playground indicates the call was initiated from the SigmaMind Playground testing environment, not a live production deployment.
How do I find a specific call?
How do I find a specific call?
Use the Agent Name and Date Range filters together to narrow results. You can also sort by Conversation_ID (descending) to see the most recent calls first.
Can I filter by call duration?
Can I filter by call duration?
Duration-based filtering is not available in the UI. Download the data and apply duration filters in a spreadsheet tool like Excel or Google Sheets.