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Call history is where you see everything your agents have done on the phone. From here you can:
  1. Review inbound and outbound calls for all agents
  2. Listen to recordings
  3. Filter by date, agent, status, outcome, campaign, or insights
  4. Export call data to CSV for reporting or analysis
  5. See and manage scheduled callbacks in a dedicated view
This is your single source of truth for what actually happened on calls. On this page:
  1. Call history
  2. Scheduled calls
  3. Common ways teams use call history
  4. Where to go next

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Call history

In the Calls → History tab, each row represents a single call your agents handled. Typical columns include:
  1. ID – Internal identifier for the call (useful when working with support or the API)
  2. Agent – The agent configuration used for the call
  3. Agent name – A human friendly label (for example, an after hours or sales agent name)
  4. Recording – A play button to listen to the call recording (when enabled)
  5. Created at – When the call started
  6. Duration – How long the call lasted
  7. From – The caller’s number (for inbound), or your number (for outbound)
  8. To – The number that was called
  9. Status – How the call ended (for example, Ended, Ended (Voicemail), Completed, Canceled)
At a glance, this lets you see which agents are active, how long calls run, and whether they’re ending the way you expect.

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Filtering calls

Select Filters to open the filter panel and narrow down the list of calls. Common filters include:
  1. Period – Date and time range for the calls you want to see
  2. Agents – Only show calls handled by specific agents
  3. Statuses – Filter by outcome, such as Ended, Voicemail, Completed, and more
  4. Call ID – Jump directly to a known call by its ID
  5. Contact number – Find all calls to or from a specific phone number
  6. Duration (seconds) – Focus on short calls, long calls, or a specific range
  7. Successful actions – Filter calls where certain agent actions completed successfully
  8. Transcript keyword – Search for words or phrases that appear in the call transcript
  9. Campaign – Filter to calls created by a specific campaign (this corresponds to the campaign identity used for outbound runs and reporting)
  10. Call Insights – Filter calls based on one or more insight results captured after the call

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Filtering by Campaign

Use the Campaign field to select a campaign and view only calls associated with it. This is useful for campaign level QA, debugging, and performance review.

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Filtering by Call Insights

Use Call Insights when you want to filter calls based on what the AI extracted from the transcript. How it works:
  1. Click Add Row
  2. Choose the Call Insight you want to filter on
  3. Choose an operator (examples include equals, contains, and other operators depending on the insight type)
  4. Enter or select the value you want to match
When you add multiple insight rows, only calls matching all insight filters are shown. Examples:
  1. Show calls where an insight like Transfer is Yes
  2. Show calls where a Summary insight contains a keyword
  3. Show calls where a numeric insight is greater than or less than a threshold (when applicable)
Other examples:
  1. Review all after hours calls this week by selecting the after hours agent and this week’s period
  2. Find all calls over 10 minutes to investigate complex or high effort cases
  3. Search for calls mentioning cancel or upgrade using Transcript keyword

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Exporting calls to CSV

Use Export CSV to download call data for reporting, analysis, or compliance. When exporting, you can:
  1. Choose which columns to include (for example, ID, Agent, Agent Name, Start Time, End Time, Duration, Status, From, To, Post call result, Provider, SIDs, Campaign)
  2. Reorder the columns to match how you want them to appear in your CSV
Typical uses:
  1. Build custom reports in a spreadsheet or BI tool
  2. Share a filtered set of calls with another team
  3. Keep offline records for auditing or quality review
The export respects your current filters, so you can export only the calls you care about.

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Scheduled calls

In the Calls → Scheduled tab, you see future calls that your agents will make (your agent must the callback skill enable), often as callbacks requested during previous conversations. You’ll typically see:
  1. ID – Reference for the scheduled call
  2. Type – For example, Callback
  3. Created at – When the callback was scheduled
  4. Agent – Which agent will handle the call
  5. From / To – Numbers that will be used
  6. Scheduled time – When the call is planned
  7. Status – For example, Scheduled, Completed, Canceled (Contact Reached)
  8. Activity – Recent events for that scheduled call (for example, last attempt time)
Use this view to:
  1. Confirm that important callbacks are queued
  2. See which callbacks have already been completed or canceled
  3. Reschedule or manage callbacks as needed (depending on your UI controls)

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Common ways teams use call history

A few practical examples:
  1. Quality review: filter by one agent, listen to recordings, and spot areas to improve prompts or settings
  2. Campaign performance: filter by campaign or successful actions to understand how a sales or reminder campaign is performing
  3. Support follow up: search transcripts for specific issues, then follow up with affected customers
  4. Insight driven QA: filter by call insights (for example, meeting scheduled, transfer requested, qualified lead) to review the exact calls that match your criteria
  5. Compliance and auditing: export detailed call logs with IDs, durations, and outcomes for record keeping

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Where to go next

  1. Learn how agents control the behavior inside each call in
    Agents – Basic
  2. Understand how campaigns generate outbound calls in
    Campaigns
  3. Configure what happens after each call in
    Agents – Post‑Call Actions