What the call timeline does
The Call Timeline gives you a step-by-step record of what happened during a call. Instead of guessing why a call was missed, dropped, or abandoned, you can look at the timeline to see exactly when the caller pressed an IVR option, when an agent joined, how long the call was on hold, and who ended it.
This makes it easier for teams to solve problems quickly, adjust workflows, and provide a better experience to customers.
Where to access call timeline in Aloware
The call timeline is always tied to a specific call. You can open it from three places in the app:
Communications page in admin
Communications page in Talk
Communication logs in Talk
Once a call ends, its timeline is created automatically and remains accessible without any expiration date.
What can you see in the call timeline
When you open a timeline, you’ll see detailed information about the call. Caller information, such as the phone number or contact name, appears at the top.
The timeline also records timestamps both in the caller’s time zone and relative to when the call began. For instance, if an agent left the call after 27 seconds, that event will be clearly marked with the exact time and date.
You’ll also find IVR selections, which show which option the caller pressed during the call.
If the call was answered, the timeline identifies the agent (including AI agents) and records the wait time, hold time, and talk time. It also shows when each participant joined or left the call.
Other events, such as when a call was placed on hold, when whispering or barging occurred, and when the call ended, are included with precise timestamps.
If a voicemail was left, the timeline displays its duration. In the case of missed or abandoned calls, the record shows the time these events occurred.
Who the timeline shows for whisper and barge
Whisper and barge are supervisor actions. When a supervisor whispers to an agent or barges into an agent's active call, each action appears as its own event on the Call Timeline for that call, with a precise timestamp.
Each whisper and barge event names the supervisor who performed the action, not the agent who was on the call. This lets anyone reviewing the timeline see who actually intervened. A few things to expect:
A whisper event shows the supervisor who whispered.
A barge event shows the supervisor who barged.
When one supervisor performs both a whisper and a barge on the same call, both events are attributed to that supervisor, in the order they happened.
When different supervisors act on the same call, each event shows the supervisor who performed it.
The agent on the call is never shown as the initiator of a supervisory action. If you open a timeline for a call where a supervisor whispered or barged, each of those events will name the supervisor responsible.