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Analyze a Call from the Excluded Calls List

When calls are excluded from Shilo - they don't disappear - they live in the Excluded calls list. They can be analyzed by an admin or owner account. Follow the steps below to learn how to find and analyze.

If a call was excluded but you still want it analyzed, you can find it in the excluded calls list and manually analyze it.

Find the excluded call

  1. Go to Calls.

  2. Open Excluded and flagged calls.

  3. Select the Excluded list.

  4. Search for the contact name, agent name, or phone number.

  5. Open the call you want to review.

Analyze the call

  1. Confirm this is the correct call.

  2. Click Analyze.

  3. Wait for the call to process back into Shilo.

You can repeat this for any excluded call that should be included in analysis.

Related Articles
šŸ”¹Understanding Shilo's Call Analyzing Models
šŸ”¹New Feature: Call Exclusion and Reprocessing Made Easy!
šŸ“¢ New! Excluded Calls & Reprocessing
Managing Preferences in Shilo
Why Calls Appear in Excluded Calls
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