Use the Call Intelligence Dashboard to find calls that need follow-up, open call details, and validate Pulse’s assessment before coaching or escalating.
Before you start
Before you review calls analyzed by Pulse:
Pulse must be enabled for your account
You need a Manager, Supervisor, or Admin role with Pulse access
Complete any one-time setup in How to set up Pulse for your organization if you need alerts, keywords, or disposition mappings
Definitions
These terms appear when you review calls in Pulse:
Term | Meaning |
Pulse Assessment | Pulse’s overall result for a call — Approved by Pulse or Flagged by Pulse |
Pulse Flags | Specific reasons Pulse flagged a call (for example, disposition mismatch or missing recording disclaimer) |
Call Topics | Labels Pulse applies for what the conversation was about (for example Sales, Service, Financing) |
Pulse Disposition | The disposition Pulse selects for the call, shown on call detail for comparison with the agent’s disposition |
Opportunity Status | Whether an appointable opportunity was captured, missed, left open, or closed |
Steps
Follow these steps to review a call analyzed by Pulse:
Sign in to Volie and open Pulse from the main menu to open the Call Intelligence Dashboard.
Open Filters, set Date Range and any filters you need (organizations, teams, agents, campaigns, Pulse Assessment, Call Topics, and others), then select Apply Filters.
Review the summary tiles (for example Need Attention, Missed Opportunities, Most Important, or Flagged by Pulse) and select a tile to open the matching call list.
Select a call from the list to open call details.
On call detail, start with alerts and Pulse Analysis for the highest-priority items, then review Pulse Disposition, promises made, customer sentiment, and Pulse opportunity scores as needed.
Use the call transcript and call recording to validate details before coaching or follow-up.
To open call detail in a separate window, select the pop-out icon on the call detail panel.
When you return to the call list, your filters and date range should stay applied so you do not rebuild the same view.
Optional — filter by Call Topics. In Filters, under Pulse Filters, find Call Topics. Select one or more topics (for example Service and Warranty). If you selected two or more topics, set Call Topics Matching: Match any selected topic includes calls with at least one selected topic (default); Must match all selected topics includes only calls that match every selected topic. Select Apply Filters.
Voicemails, hang-ups, and very short calls often have no Call Topics. That does not mean Pulse failed — Pulse assigns topics when it identifies a real conversation theme.
Tips
When you review calls in Pulse, these tips help:
Select Most Important when you want calls that fell into more than one Pulse bucket.
Use Save as Alert in Filters when the view you just built should also notify you for future matching calls.
Some accounts also show a Primary Topic filter for the single main theme of a call. If you do not see it, it may not be turned on for your account.
What success looks like
When you finish reviewing a call in Pulse, you understand why Pulse approved or flagged the interaction, you have validated key details in the transcript or recording, and you know the next coaching or follow-up step. If call detail does not load or filters reset when you return to the list, refresh the page or escalate to support with the call time and organization.
Limitations
Reviewing calls in Pulse has these verified limits:
Agents and Client Employee roles cannot open the Pulse dashboard — managers and supervisors use Pulse for call review.
Call Topics cannot be customized per dealership; the list is Volie-defined.
Keyword highlighting on call detail and keyword filters on the call list are not confirmed as generally available — use Pulse Alerts with keywords when Keywords is enabled.
Pulse assigns Call Topics after analysis completes, not while the agent is still on the call.
Common questions
What should I review first on call detail?
Start with alerts and Pulse Analysis on call detail, then confirm context in call details, the call transcript, and the call recording before acting on Pulse’s result.
What is the difference between Call Topics and Pulse Flags?
Call Topics describe what the conversation was about (Sales, Service, Warranty). Pulse Flags describe quality or process issues Pulse found (for example a disclaimer miss). A call can have topics and still be Approved by Pulse, or have no topics and still be flagged.
Why does a voicemail have no Call Topics?
Pulse only assigns Call Topics when it can identify a real conversation theme. Voicemails, hang-ups, and very short calls often have none.
Why doesn’t Pulse Disposition match the agent’s disposition?
Compare Pulse Disposition with the transcript on call detail. If they still disagree on new calls after you mapped outcomes in Admin → Dispositions, escalate with the call and your mapped outcomes.
Can I attach a customer to a call with no match?
For calls that did not match a customer, Pulse may let you link an existing customer record. If that control is missing on your account, note the call and escalate.
Related articles
How to set up Pulse for your organization
How to read the Pulse dashboard
Getting started with Pulse: capabilities overview