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

# Calls

> Review your calls, coaching moments, and skill gaps from one workspace

## Overview

The **Calls** workspace brings your reviewed calls and coaching insights into one place. Use it to understand where to focus, review coachable moments, and open individual call analyses when you need more detail.

The workspace has two views:

<CardGroup cols={2}>
  <Card title="Coaching Insights" icon="chart-line">
    Review focus areas, coachable moments, and skill gaps from your calls.
  </Card>

  <Card title="Table View" icon="table">
    Browse your call history, filter calls, and open a full call analysis.
  </Card>
</CardGroup>

## Open Calls

<Steps>
  <Step title="Go to Calls">
    Open **Calls** from the main dashboard navigation.
  </Step>

  <Step title="Choose a View">
    Use the view switcher at the top of the page to move between **Coaching Insights** and **Table View**.
  </Step>
</Steps>

## Coaching Insights

Coaching Insights is designed for focused self-review. It summarizes coachable moments from your calls and groups them by skill area.

At the top of the view, you can see:

* **Moments:** Total coachable moments found in the selected calls
* **Reviewed:** How many moments you have already reviewed
* **Focus Areas:** The number of skill areas with coaching opportunities
* **Review Progress:** Your reviewed moments compared with all available moments

### Filter Insights

Use the filters to narrow what you are reviewing:

* **Scorecard:** Focus on calls evaluated with specific scorecards
* **Call Source:** Show all calls, real calls, or simulations
* **Date Range:** Limit insights to a specific time period

### Review Focus Areas

Coaching Insights shows your focus areas in a single list. Select a focus area to see the related snippets from your calls beside it.

Use this view when you want to work through one skill at a time. Each focus area shows how many moments are available, and the selected focus area shows its review progress together with the matching snippets.

### Review Moments

When you open a focus area, Zell shows the relevant snippets from your calls. From each snippet, you can:

* Play the call moment
* Review the coaching feedback
* Add the call to a collection
* Vote on whether the feedback was helpful

<Tip>
  Reviewing moments updates your progress, making it easier to see what still needs attention.
</Tip>

## Table View

Use **Table View** when you want to browse individual calls or open a full call analysis.

You can filter the call list by:

* **Scorecard:** Show calls evaluated with selected scorecards
* **Coaching Score:** Show all, high, medium, or low coaching scores
* **Date Range:** Limit the list to a specific time period

The table includes the call date, customer or agent, duration, scorecard category scores, coaching potential, and unread comments. **Duration** appears as its own column so you can scan call length without opening the full analysis.

Click a call in the table to open its full call analysis. Use pagination controls to move through larger call lists.

## Call Analysis

The full call analysis page shows the call recording, transcript, summary, coaching feedback, and evaluation details for an individual call.

For real calls, the header also shows customer and call context when available, including the contact name or email, company, call date, duration, language, call type, and outcome. This makes it easier to confirm you are reviewing the right conversation before working through the analysis.

Users with the right permissions can keep real-call details up to date directly from the header:

* **Managers and team leads:** Update the call language, call type, and outcome
* **Admins:** Edit the call title and reassign the call owner

Changes are saved from the header controls. If an update cannot be saved, Zell shows an error so you can try again.

## Best Practices

<CardGroup cols={2}>
  <Card title="Start With Focus Areas" icon="bullseye">
    Use Coaching Insights first to identify the skills with the most coachable moments.
  </Card>

  <Card title="Filter by Scorecard" icon="filter">
    Narrow insights to the scorecard that matches the call type or skill you are improving.
  </Card>

  <Card title="Review in Small Batches" icon="check-check">
    Work through a few moments at a time so coaching feedback stays actionable.
  </Card>

  <Card title="Open the Full Call" icon="external-link">
    Use Table View when you need the full conversation context behind a moment or score.
  </Card>
</CardGroup>