Calls

The Calls page (/call-review, sidebar group Sales, titled "Call review") lists every recorded sales call, transcribed and scored automatically. It also exists as the Calls tab of the Rep Dashboard (/rep-dashboard?tab=appels). Each row opens the call detail (/call/…) with the player, the transcript, the scorecard and the team notes.

Where calls come from

A call lands in DURUM as soon as a recording is received from one of these sources:

Source	How it connects
Zoom	Each rep connects their Zoom account from their Profile; the recording is received as soon as Zoom makes it available
Aircall	Webhook to paste into Aircall (events call.ended, call.comm_assets_generated, call.commented), see Aircall
GoHighLevel	Calls made in GoHighLevel are picked up automatically through the GoHighLevel connection
Other dialers (Ringover, Kavkom, Diabolocom, JustCall, CloudTalk, Pipedrive, HubSpot)	Any tool whose webhook publishes a downloadable recording address; sending to the generic address /api/webhook/call-recording-ingest is also possible

The Source badge on each row shows the originating platform (Zoom, Aircall, Teams, Meet, or the raw tool name).

Recording seats

Call analysis is billed per recording seat: you buy seats under Billing, then assign one seat to each rep under Team. A call attributed to a rep without a seat stays visible but is neither transcribed nor analyzed (it is set aside). A rep must also connect their calendar: without a calendar, no recording and no analysis.

Account with no analyzed call

In the Rep Dashboard, the Calls tab is blurred until at least one call has been analyzed in the last 90 days, with the steps to follow: recording seats under Billing, then one seat per rep under Team. After that, every call transcribes and scores itself.

What happens automatically

For every recording received, with no action on your side:

1. Download of the audio (and of the Zoom video, compressed to 720p) to DURUM's secure storage. Sensitive personal information is masked in the transcript and bleeped in the audio; a PCI badge flags it on the row.
2. Transcription with speaker identification (Rep / Prospect).
3. Analysis: call type, sentiment, summary, next step, objections, red flags, missed opportunities, voice of the customer, coaching priorities.
4. ICP qualification and scorecard according to your settings in the Call Config tab (see below).
5. Indexing for semantic search (Search tab).

A Slack Call analysis notification can go out after each analysis (see Notifications). An hourly safety net checks that every transcribed call did receive its qualification and its scorecard.

The call list

Toolbar and metrics

• Filter by rep selector: "All reps (aggregated view)" or one rep; the choice is kept in the address (?rep=).
• Refresh button.
• Metrics: Calls (with this week's count), Average score, Last 7 days (difference in points versus the last 30 days, or "stable").
• Show aggregated themes button: three columns, Strengths, To improve, Frequent objections, with occurrence counts.

The period follows the global date picker (90 days by default). The list shows at most the 200 most recent calls of the period; beyond that, a banner warns that the totals cover this sample and suggests narrowing the period.

Filters and sorting

Filter	Options
Score	All, Under 60, 80 and above
Sentiment	All, Positive, Neutral, Negative
Type	All, Sales, Setting
Qualification	All, Qualified, Not qualified

Sorting: date (most recent first), score ascending (misses first), score descending. Calls are grouped by day.

Columns

Column	Content
Source	Qualification chip (Qualified in green, Not qualified in red) and the originating platform badge
Context	Call type (Sales, Setting, Follow-up, Discovery, Renewal, Onboarding), ICP score in %, duration, time, then the short summary
Sentiment	Positive, Neutral, Negative or n/a
Next step	Call booked, Call proposed, Video sent, Email sent, Follow-up planned, No action or n/a
Score	Scorecard score (0 to 100). An asterisk means no scorecard was generated and the score shown is the analysis confidence score

The call detail

Header

Contact name (or "Sales call"), Previous / Next navigation when coming from the list, Prospect card → button (opens the contact card), Create coaching task (prefilled with the detected priorities), and, when the call is tied to an ad, View source ad →. The info line shows the rep, the date, the call type, the sentiment and the rep's share of speech ("Rep talks N%").

An Appointment badge shows the calendar and the time of the matching booking. The Source block shows utm_source, the campaign, the ad set and the originating ad, with a link to the Ads page, prefiltered.

Player and transcript

• Audio player (or video for Zoom) with 1x to 2x speeds, 10-second skips, and markers on the bar: objections (red), scorecard criteria (Passed, Partial, Missed) and next step (blue). A click jumps to that moment. A ?t=<seconds> link opens the call right at the desired moment.
• KPI strip: Close probability (%), Prospect interest (/10), ICP fit (/10), Objections (count), Compliance (%, adherence to your script, neither legal nor recording compliance).
• Segment-by-segment transcript, click = audio jump, in-transcript search with highlighting, Follow playback checkbox, Copy button, and Save this moment for training (title + category: Opening, Discovery, Objection handling, Closing, Do not repeat). Saved moments show up in the Training tab.

If no audio file is stored, the page says so: the transcript and the analysis remain available.

Analysis sections

Section	Content
Qualification	ICP score, status (Qualified, Not qualified, Undetermined), reasoning, positive signals, warning points, per-criterion detail, next step and the prospect's response
Scorecard	One criterion per row (passed, partial, missed, not applicable) with justification and clickable evidence; by default only the criteria to work on are expanded
Summary	Short summary, toggle to the detailed summary, suggested next steps
Notes	Team notes, visible to the whole team, with @member mentions (the mentioned person gets an in-app notification)
Coaching	The three priorities, with the why and a suggested script
Objections	Verbatim, category, response strategy, quality score /10, prospect reaction, comparison with your playbook, Create a task button
Voice of the customer	Pain points, language patterns, buying signals, hesitations, with Copy all verbatims
Script adherence	Table per script section: status and key phrases, overall score
Red flags	Severity, verbatim, suggested fix, Create a task button
Missed opportunities	Type, playable moment, what, why, suggested wording

Neighbouring tabs

The Sales navigation bar at the top of the page gives access to the tabs that live off the same calls:

• Search: a natural-language phrase ("Objection on price", "When the prospect mentions a competitor") finds the exact moment across every transcribed call, with a Listen at m:ss link.
• Training: the moments saved from transcripts, ready to listen to.
• Call Config ("What a good call is"): your ICP profile (criteria, weights, mandatory criteria, qualification threshold at 60% by default), your checkpoints per call type (Setting or Sales), the script sections and the full script. These are the references every call is read and scored against.

Roles and access

The page requires the Call review permission (call_review), granted by default to every role, including client, member, sales rep, sales director and viewer. An administrator can remove it under Roles & permissions. The Team and Call Config tabs are hidden for the sales rep role. The rep selector lists the reps of the selected account.

Push analyses to your CRM

Under Settings → Integrations, the Automatic push of call analyses to your CRM card (off by default) sends, after each analysis, a note on the GoHighLevel contact: scorecard, summary, next steps and a link to the call, according to the chosen template (full, summary only, scorecard only, link only).