Understanding the Call Details Panel in Lace

Understanding Call Details in Lace

Overview

Once you select a call from the Calls tab, Lace opens the Call Details panel. This view provides a complete breakdown of the conversation and the insights Lace generated from that call.

Instead of manually reviewing long recordings, the Call Details view helps teams quickly understand:

• What happened during the conversation

• How the agent handled key moments

• What objections the customer raised

• Why the call was classified a certain way

• Where coaching opportunities may exist

This makes it easier to learn from real conversations and improve how calls are handled in the future.

Listening to the Call

At the top of the panel, you can listen to the full call recording directly within Lace.

Next to the recording controls, you’ll see a menu icon that allows you to take additional actions, such as:

• Adjusting the playback speed

• Downloading the recording if you need to review the call outside the platform

This allows teams to quickly review important moments in the conversation.

Conversation Summary

Below the recording, Lace provides an automatically generated summary of the conversation.

This overview helps you quickly understand the context of the call, the customer’s request, and the final outcome without needing to listen to the entire recording.

Teams often use the summary as a quick way to determine whether a call should be reviewed more closely.

Understanding Customer Objections

Lace automatically identifies customer objections that occur during the call.

Each objection includes a color indicator that shows how the agent handled that moment in the conversation:

• Green – the objection was handled successfully

• Orange – partial credit for addressing the objection

• Red – the objection was missed

These indicators help managers quickly identify where coaching may be helpful.

You can also expand an objection to see more detail about that part of the conversation. This helps explain how the objection was handled and what could have been done differently to move the conversation toward a booking.

Qualification Details

Further down the panel, you’ll see qualification details that explain how the call was classified.

This section helps clarify:

• Whether the call was considered a qualified opportunity

• Why the call may not have been qualified

• Any tags that were applied to the call

These tags can include things like high-value opportunities, emergency calls, or other contextual details about the interaction.

This helps teams understand the business context behind the conversation.

Playbook Performance

The Playbook tab evaluates how closely the conversation followed your team’s call playbook.

Each step in the playbook is scored using the same color indicators used for objections:

• Green for successful completion

• Orange for partial completion

• Red when the step was missed

• Grey for an irrelevant step

At the top of the section, Lace calculates an overall playbook score that reflects how closely the call followed the recommended process.

You can also expand individual playbook steps to better understand how that part of the conversation was handled and identify opportunities for coaching.

Using Call Details for Coaching

The Call Details view helps teams move beyond simply listening to recordings.

By combining call recordings, summaries, objection analysis, qualification insights, and playbook scoring, Lace makes it easier to identify patterns and coach agents more effectively.

Many teams regularly review calls to:

• Understand missed booking opportunities

• Learn how objections were handled

• Identify examples of strong call handling

• Provide targeted coaching for team members

Over time, reviewing calls helps teams improve both individual performance and overall call center outcomes.