What this does

Finds one call, or one kind of call, among everything Business Insights has received from your Bluehubcloud PBX, and opens its details — who called whom, when, for how long, and what the analysis made of it.

What you’ll need

  • A Business Insights login.
  • Something to search on: a phone number, extension, call ID, or a date range.

Steps

  1. Choose Calls from the top menu. Every call received from your phone system is listed, newest first, with its Call ID, time, the two parties, length, status, category and whether a transcript exists.
  2. To find a specific call, type into the search box — it matches call IDs, numbers and statuses.
  3. To narrow the list, click Filter and set any of:
  • Direction — Inbound, Outbound or Internal (extension to extension).
  • Status — Answered, Missed or Unknown.
  • Category — the reason-for-calling categories the analysis assigns.
  • Start date and End date.
  • Rows — how many calls per page (10 to 200).
  1. Click a column heading to sort by it; Created is the default.
  2. Open a call by clicking its row. The details page shows:
  • Call Information — Call ID, from and to numbers, when it started and when it arrived in Business Insights.
  • AI Processing — the transcript (received from your Bluehubcloud PBX), the AI summary and the AI category, each marked as available, pending or not available.
  • Job History — what has happened to the call since it arrived.
  1. Use Back to Calls to return to the list, or Refresh to reload the page if a transcript was pending.

What you should see

The list narrows as you search or filter, and the page count at the bottom updates. A call’s details page shows its direction, length and status in the header and the analysis sections underneath.

Troubleshooting

  • The transcript says “Not available”. Very short calls, internal extension-to-extension calls and calls with no usable recording don’t get a transcript. That’s expected — the call still counts in your reports.
  • The summary says “Pending”. Analysis hasn’t finished. Click Check again on the call’s row (or Refresh on its details page). If it stays pending for more than a day, contact us.
  • A call I know happened isn’t listed. Calls arrive from your phone system after they end; give it a few minutes and click Refresh. If it’s still missing, contact us with the time and the numbers involved.
  • Too many results. Combine a date range with a direction or status filter, then search within what’s left.

Related articles