Since the redesign of the Call Records detail pages, it has become impossible to work with them at all without a transcript. Fortunately, we are currently in the process of enabling transcription for all calls, so we personally hope to become independent of this requirement soon, but right now it is a nightmare.
When the AI features related to call transcriptions were first introduced, at least the call notes were always immediately visible, so I had direct access to the most important information from the call.
Even back then, I was missing additional information and the ability to access the call properties directly from this page, but today, if there is no transcription, nothing is displayed at all.
If I now want to find more details about a call without a transcript, for example to retrieve a missing association, I have to open the associated record to access the details. If there is no association at all, I have to go back from the detail page to the index view, add the call notes as a column there, and read them out. So I can actually see more details in the index view than on the detail page!
Our wish here is clear! The call notes and most important properties should always be visible immediately at the top of the detail page as the first tile. Below that, the call summary should be on the left, with the follow-ups underneath it. To the right of the summary and follow-ups should be the transcript. Additionally, there should be an option in the Actions button at the top right to select “View All Properties” so that I can access all details at any time. It would also be helpful to have a link to the activity in the history of the assigned record, if one exists. Currently, I have to click on the record and then search for the correct activity myself based on the available details. If a call has no transcript, the important information should still be available at the top; only the part that requires a transcription can be missing below.