> ## Documentation Index
> Fetch the complete documentation index at: https://docs.invoca.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Using the Call Review Console

> The Call Review Console lets you identify and drill into specific calls of interest, review recordings, and coach agents.

> The Call Review Console lets you identify and drill into specific calls of interest, review recordings, and coach agents.

**This feature is available to Invoca for Contact Center customers.** Reach out to your account team or [support@invoca.com](mailto:support@invoca.com) if you'd like to add it.

As a sales manager, quality management lead, or call center agent, the Call Review Console is one of the main pages in your account for actionable information. While your Dashboard gives you high-level, aggregated insights, the Call Review Console lets you identify and drill into specific calls. From there, you can:

* Review call recordings and reporting data
* Save calls for follow-up actions with your customers
* Comment on and share calls with your agents for coaching opportunities

<Note>
  **Note**

  All call recordings and transcripts include a standard level of redaction to protect sensitive information. Redacted content appears as asterisks (`****`) in the transcript and as a short beep in the audio playback.
</Note>

## Before you begin

You need the Invoca for Contact Center (Sales) license to access the Call Review Console. Once the license is assigned, **Call Review** appears in the sidebar menu.

## Filtering calls

In the Filters column, choose which calls to focus on:

* **Date Range:** View calls by when they took place.
* **Scorecards:** View calls associated with a specific scorecard, filtered by whether they met the scorecard's qualifying criteria.
* **Signals:** Filter by one or more Signals (Yes, No, or Not Applied).
* **Agents:** View calls handled by specific agents — useful for identifying coaching opportunities.
* **Global Transcript Search:** Search transcripts for specific words or phrases, filtered by speaker (Caller, Agent, or either). Redacted data displays as `****` in the transcript.
* **Comments:** Filter calls with comments, by specific users, or by private comments.
* **Marketing Data:** Filter by one or more Marketing Data fields.
* **More Filters:** Filter by additional call data such as duration, Caller ID, or destination phone number.

Click any call card in the main column to open a detailed view of that call, complete with recording and transcript.

## Reviewing calls

The main column lists call cards matching your selected filters, sortable by Most Recent, Least Recent, or by score if a Scorecard is selected. Click a call card to see:

* Call recording playback, with agent vs. caller talk-time percentages
* A synced transcript, with redacted sections shown as `****`
* Scorecard details and evaluations
* Signals applied to the call, with the option to correct values
* Transcript search for keywords or phrases
* Comments and tagging tools to collaborate with your team

## Getting the most out of the Call Review Console

* **Check it daily.** Calls are most actionable when fresh, so reviewing them quickly supports timely coaching.
* **Involve your agents.** The console isn't just for managers — agents can review their own calls for self-directed improvement.
* **Turn dashboard tiles into filters.** From any dashboard tile built with the Builder tool, click the menu icon and select **View in Call Review** to carry that tile's filters over automatically.
* **Keep scorecards current.** Update them regularly so they reflect your latest scripts, compliance rules, and success metrics.

## Where to go next

* [Marking Calls as Reviewed](/s/article/marking-calls-as-reviewed)
* [Call Scoring: Agent Performance and Call Evaluation](/s/article/call-scoring)