Review calls
The Calls page is where your team turns raw call activity into trusted outcomes. Reviewers can search, filter, inspect evidence, and save the decision that should count in reporting.
Find the calls that need attention
Use date ranges, search, review status, and sorting to focus the queue. Many teams start with unreviewed calls from the current week, then work backward through important campaigns or locations.
What to check before saving
- Caller and destination number.
- Source, campaign, and provider reference.
- Recording availability and duration.
- Transcript text or transcript clues when available.
- Any notes that explain why the decision was made.
Save the review decision
Start with the decision: Count as conversion or Don’t count. Use Decide later when the evidence is unclear; the call stays in Needs review. You can then add an outcome detail and optional reporting tags. The detail’s Converting or Reporting-only setting controls export eligibility, so it cannot contradict the decision.
Verify the customer separately
When a call explicitly contains a name or address, CallCensus may show it as a suggested identity. Open the identity drawer to compare the transcript evidence, alternative people, and prior calls before confirming a customer. You can correct a shared customer record, select an existing customer, or leave the call unverified.
Confirming the customer for a call does not link the caller number. Use Link this number only when the relationship is supported. This is especially important for shared landlines, tenants, landlords, assistants, and recycled mobile numbers. Calls processed before identity extraction show Not processed and are not backfilled automatically.
Keep review standards simple
Decide whether this specific call should count, rather than whether the caller is generally qualified. A new appointment may count; a later call from the same qualified customer to confirm it usually should not.