Overview

The Calls tab is where you explore individual conversations.

Here you can:

• Review analyzed calls in detail

• Filter conversations by outcome or category

• Identify missed opportunities

• Understand customer objections

• Review coaching insights

This is often the most frequently used part of Lace because it allows teams to learn directly from real customer interactions.

The Calls Table

The main view in the Calls tab is the calls table, which displays analyzed calls and key information about each conversation.

Each row represents a single call and includes details such as:

• Call time and duration

• CSR handling the call

• Customer information

• Company or location

• Whether the call was qualified

• Whether the call resulted in a booking

• Playbook score

• Customer objections

• Tags such as high-value opportunities

This table allows teams to quickly scan and compare conversations across many calls.

Filtering and Finding Calls

Because Lace analyzes a large number of calls, filters help you quickly focus on the conversations that matter most.

Quick Filters

At the top of the page you’ll see Quick Filters, which allow you to instantly view common categories of calls such as:

• All calls

• Qualified unbooked

• Qualified booked

• Customer emergency

• High value

• Maintenance program

• Cancellation

These filters make it easy to quickly identify calls related to specific customer situations.

Column Filters

You can also filter directly within the table using the column filters.

For example, you can filter by:

• CSR

• Call outcome

• Qualification

• Playbook score

• Objections

• Tags

This allows you to narrow down results and find very specific types of calls.

For example, you might filter for:

• Qualified calls that were not booked

• Calls with a specific objection

• Calls handled by a specific CSR

Advanced Filters

The Filters panel allows you to build more detailed queries using multiple conditions.

This can help teams investigate patterns, compare performance, or isolate specific call scenarios.

Reviewing a Call

When you select a call from the table, Lace opens the Call Details panel.

This panel provides a full breakdown of the conversation, including:

• Call recordings

• Conversation summaries

• Customer objections

• Qualification details

• Coaching insights

Because the Call Details view contains a large amount of information, it is covered in its own guide.

👉 Next: Understanding the Call Details Panel