Failed Calls

Failed Call Report:

The Failed Call Report is your go-to tool for identifying technical issues that may be affecting your customers' experience on your site. Here’s how to access it, navigate the key insights, and get the most out of the data.

Understanding the Dashboard

Once you're inside the report, you'll land on a screen showing all failed calls and their associated error counts within your selected timeframe.

Key Navigation Areas:

• Left-Hand Panel: Displays all failed calls by default.
• Grouping Options: Use the dropdown menu to group errors—for example, by domain—to differentiate between issues on your own site and third-party vendors.
• Filters: Two filters help narrow your analysis.
• Search Bar: Looking for something specific? Just type it in and find it fast.

Digging Into an Error

Click on any failed call to unlock more detailed insights. At the top-right corner of the screen, you’ll find two powerful features:

• Explain (GenAI-powered): Get an easy-to-understand explanation of the error and its potential impact on the customer journey.
• Sessions: Watch real session recordings where the error occurred, so you can see the issue in action. You’ll also see the Failed Calls Log for extra context.

Additional Insights

Further down the page, you'll find:

• Devices & Status Codes: See which devices and error codes are involved.
• Error Trend Chart: Track error frequency over time.
• Browser Breakdown: Understand how different browsers are affected.
• Related Pages: Discover exactly which pages the failed calls are occurring on.

Pro Tips

• Review the Explain Feature Before Watching Recordings
  Start with Explain to get a summary of the issue and its likely customer impact. This helps you know what to watch for in session replays, saving you time and brainpower.
• Group by Domains
  Narrow your scope by distinguishing between issues on your site and problems with third-party tools. Prioritization just got easier.
• Use Segmentation
  Filter by specific status codes like 500 or 502 to spot recurring backend hiccups and isolate systemic issues faster.
• Monitor for New Errors
  Just launched something new? Keep an eye on this report to catch post-release errors early—especially after big deployments or third-party integrations.

Why This Matters

Use this report to pinpoint the failed calls that are hurting your customers the most. Prioritize fixes, take action, and improve your user journey—without needing to be a tech wizard.

Need help interpreting something? We’ve got your back, just reach out to our support team.

Happy troubleshooting! 🚀