A Voice Agent report lets you connect a caller’s interaction with the selected decision or action, available conversation text, recording and AI usage charge. Read those parts separately: a successful telephone connection does not prove that an external booking, transfer or other business action completed.
1. Open the intended interaction
- Open Analytics → Call Reports.
- Find the relevant call using its time, direction and available number filters.
- Open the Voice Agent report offered for that call. This report is available for relevant Voice Agent activity; it is not a report every ordinary SIP call must have.
- Check the Voice Agent, logged time, caller, called number and public call reference before reading customer content.
You need permission to view the relevant account’s reports. If the report cannot load or shows that the telephony service is unreachable, treat that as a retrieval problem before assuming the caller left no information.
2. Read the decision and action
The report identifies the decision or fallback label and the action recorded for the interaction. Compare them with the intended call flow. A fallback can be a planned outcome when the caller’s request does not match an expected choice.
For example, a caller asking for a person should follow your configured handoff. A recorded handoff decision helps explain what the agent selected, but you must also check the relevant call result to establish whether the destination answered. Likewise, a flow action aimed at an external application is not proof that the application saved a booking or updated a customer.
3. Review the transcript and recording
Read the transcript when one is stored. Transcript availability depends on the interaction and reporting settings. Missing text is not proof that no conversation happened, and stored text does not prove that every transferred leg has a complete audio recording.
Use the recording controls only when audio is available and you are authorized to access it. Read any playback or download information and price confirmation shown. Do not assume that opening a report makes every audio or analysis action free. Keep private conversation text and recordings out of public tickets and screenshots.
Compare important names, numbers and commitments against available audio. Automated text can be mistaken. Enabling transcript storage after a past call does not recreate text that was never retained.
4. Compare the call summary with the AI usage charge
The call summary provides the available start, duration, caller/destination and call result. The AI usage-charge area has its own status, billed minutes, amount and charge reference where available. These are different views of the same interaction, not interchangeable measurements.
- Processing, reserved or active: read the current status; it is not the same as a finalized charge.
- Charged: review the displayed amount and billed minutes, then use the billing ledger for the related account transaction.
- Skipped: read the accompanying explanation rather than assuming all parts of the call were free.
- Failed, recovery pending or another attention state: retain the visible explanation and contact Support if it persists.
Use the actual amounts and statuses on your report. Do not calculate AI cost simply by multiplying the entire telephone-call duration by a remembered price: the AI portion, billed units and other call charges can differ. A transfer can involve additional telephony activity. Avoid counting an already included component twice when comparing reports with the ledger.
5. Investigate the specific mismatch
If the response was wrong, review the selected agent, enabled knowledge and applied flow changes. If the response was right but a transfer failed, investigate the destination and call outcome. If the amount is unexpected, compare the AI charge status, billed minutes, charge reference and corresponding ledger entry.
For Support, provide the public call reference, approximate time and timezone, expected outcome and the particular field or visible error you need explained. Share a short sanitized excerpt only when necessary. Do not publish a full transcript, private audio or integration credentials.
Related guides
- Set up a Voice Agent
- Configure flows and integrations
- Recordings and transcripts
- Review billing transactions
Reviewed 10 October 2026 against the current IllyVoIP Portal and implementation. Available controls depend on account permissions and service state.