Call history, recordings and transcripts in Lyre
Find any call in Lyre, play or download the recording, read the transcript and summary, check the quality rubric and see how each agent performs over time.
Lyre records, transcribes, summarises and scores every call. You can check what an agent said, find a caller's request, or coach the agent with feedback. Everything is in Calls.
Find a call
The Calls page lists your call history. Search by Name, phone or agent, and use the direction filter for Inbound or Outbound calls. Each row shows when the call started, the agent, the caller's name and company, the duration and status, the Outcome and Score, and whether a recording and transcript are available.
Review a call
- Open Calls and select the call.
- Read the Summary for the short version of what happened.
- Play the Recording, or select Download recording to keep a copy.
- Read the full Transcript, and check Tool activity to see what the agent did during the call, such as a booking.
- Check the Quality Rubric and Cost breakdown.
- Rate the call and use Send feedback about this call to note what should change.
The quality rubric
Each call is scored on six measures: instruction following, empathy, clarity, resolution, compliance and conciseness. Low scores point you to the calls worth listening to first.
Agent performance over time
Open an agent and go to its Quality tab. You'll see the agent's Avg quality, Objective attainment, Tool success and Disclosure rate, and how many Calls analysed. If quality or objective attainment drops after you change the agent, compare a few transcripts from before and after, then adjust its instructions in the agent editor.
Keeping the CRM up to date
If you've connected a CRM in Lyre, an agent can log an activity for every call, SMS and email it handles. In the agent's Tool access tab, choose the CRMs under Activity logging. Teams using Fulcrum CRM usually start calls from the CRM itself, so the call lands on the contact's timeline; see Calls and AI in Fulcrum CRM. The AI BDR agents in Fulcrum CRM work the same way for outbound prospecting.
Review a call with an outcome checklist
Check who was called, which agent handled it, whether the call connected and what happened. Compare the summary with the relevant transcript passage. If the call should update a CRM record, send an SMS or book a meeting, inspect that destination independently.
Use scores as review aids
A quality score is a signal for investigation rather than a complete account of the conversation. Compare similar call types and inspect low-scoring examples. If a recording or transcript is missing, check whether capture was enabled and available for that call before assuming the conversation never happened.
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