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

# The call page

> Listen to a call, read what happened, and see what could have gone better.

Open any call from Calls, Today or Search to see its page.

To move between calls, use **‹ All calls** to go back and the **Earlier** and **Later** arrows to step through. **Copy link** gives you an address you can send to a colleague.

## The header

The caller's name, where they are and their number. Beneath that is a line with:

* the outcome
* the time of the call
* how long it ran at your desk, for example "4:12 at your desk"
* the billing verdict: **billable**, **not billed** or **billing verdict pending**

## The recording

The player shows the call as a waveform. Each speaker has their own lane, and the key moments are marked along it.

| Action | Key |
| - | - |
| Play or pause | <kbd>Space</kbd> |
| Back or forward 15 seconds | <kbd>←</kbd> <kbd>→</kbd> |
| Jump to a marked moment | <kbd>1</kbd>–<kbd>9</kbd> |

Recordings are streamed from the workspace that handled the call, through a short-lived link. Desk doesn't keep a copy.

## What happened

A short summary of the call. If the caller was disqualified, it says why. A quote from the call is included, labelled with who said it: the **Caller** or **Your specialist**.

## Could this have gone better?

Coaching on how your specialist handled the call, in three kinds of note:

* **Worked**: what went well.
* **Try**: what to do differently.
* **Ask next time**: a question that would have helped.

## About the caller

What the caller told your specialist about themselves and their situation.

## Transcript

Transcripts aren't shown yet. They'll be released once spoken account numbers and other sensitive numbers are removed at source. Until then, the recording is the record.

## The side panel

| Field | What it means |
| - | - |
| **Outcome** | How the call ended. |
| **Billable** | The billing verdict. See [Billing](/reference/billing). |
| **Your CRM** | The status in your export. It reads "Not in your export yet" until we receive it. |
| **At your desk** | Talk time after the call reached your team. |
| **Ring** | How long it rang before it was answered. |
| **Line** | How the call reached you: **Warm transfer**, **Inbound · verified** or **Inbound · stated**. |
| **Your rep** | Who took the call. |
| **Record** | When the call was delivered to you. |
| **Lead** | Choose **Open the lead** to go to the lead this call belongs to, if there is one. |
| **What your rep was told** | The short introduction your rep heard before taking the call. |
| **Ref** | The call's reference and which revision you're seeing. See [Revisions](/reference/billing#revisions). |

There are two buttons in the panel:

* **Flag for my team** (<kbd>F</kbd>) marks the call so others in your organisation can see it.
* **Query billing** opens an email to us about this call, with its reference already filled in.

## When notes are missing

Notes are written from the recording after the call. Until they're ready, the page says "Notes on the way"; they usually arrive within the hour.

If no notes can be written, the page says **No notes** and gives a reason:

* "We couldn't make out any speech on the recording"
* "The recording couldn't be transcribed"


This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.