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Agent Transfer — the caller was connected to a specific person: a regional manager, or the verification desk. The row names them and shows their number.
Front Desk Transfer — the caller went to the main line (or the new-business line) instead of a specific person. The row shows that line’s number.
Voicemail Forwarded — a voicemail was matched to its community and emailed to that regional manager. The row shows the recipient.
Voicemail Not Forwarded — a voicemail could not be routed to anyone; it stayed in the mailbox for a person to review. The row says why.
These four types always add up to Total calls. Click a card above the table — or use the Type checklist — to see only that type; both work on the same records.
Click any row (or its 📄 Transcript button) to expand the full story under it — the caller’s conversation with the assistant and the transferred call, word for word. Press ▶ Listen to hear the audio. Export downloads everything matching the current search.
When a manager can’t pick up, Nova records the caller’s message and delivers it straight to the right manager’s email — nothing waits in a shared inbox. Leave Auto-refresh on and new activity appears here on its own.