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Call history is where you see everything your agents have done on the phone. From here you can:
  • Review inbound and outbound calls for all agents
  • Listen to recordings
  • Filter by date, agent, status, or outcome
  • Export call data to CSV for reporting or analysis
  • 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:

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Call history

In the Calls → History tab, each row represents a single call your agents handled. Typical columns include:
  • ID – Internal identifier for the call (useful when working with support or the API).
  • Agent – The agent configuration used for the call.
  • Agent name – A human‑friendly label (for example, an after‑hours or sales agent name).
  • Recording – A play button to listen to the call recording (when enabled).
  • Created at – When the call started.
  • Duration – How long the call lasted.
  • From – The caller’s number (for inbound), or your number (for outbound).
  • To – The number that was called.
  • 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

The Filters button opens a panel where you can narrow down the list of calls. Common filters include:
  • Period – Date and time range for the calls you want to see.
  • Agents – Only show calls handled by specific agents.
  • Statuses – Filter by outcome, such as Ended, Voicemail, Completed, and more.
  • Call ID – Jump directly to a known call by its ID.
  • Contact number – Find all calls to or from a specific phone number.
  • Duration (seconds) – Focus on short calls, long calls, or a specific range.
  • Successful actions – Filter calls where certain agent actions completed successfully.
  • Transcript keyword – Search for words or phrases that appear in the call transcript.
Examples:
  • Review all after‑hours calls this week by selecting the after‑hours agent and this week’s period.
  • Find all calls over 10 minutes to investigate complex or high‑effort cases.
  • 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:
  • Choose which columns to include (for example, ID, Agent, Agent Name, Start Time, End Time, Duration, Status, From/To numbers, Post‑call result, Provider, SIDs).
  • Reorder the columns to match how you want them to appear in your CSV.
Typical uses:
  • Build custom reports in a spreadsheet or BI tool.
  • Share a filtered set of calls with another team.
  • 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:
  • ID – Reference for the scheduled call.
  • Type – For example, Callback.
  • Created at – When the callback was scheduled.
  • Agent – Which agent will handle the call.
  • From / To – Numbers that will be used.
  • Scheduled time – When the call is planned.
  • Status – For example, Scheduled, Completed, Canceled (Contact Reached).
  • Activity – Recent events for that scheduled call (for example, last attempt time).
Use this view to:
  • Confirm that important callbacks are queued.
  • See which callbacks have already been completed or canceled.
  • 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:
  • Quality review – Filter by one agent, listen to recordings, and spot areas to improve prompts or settings.
  • Campaign performance – Filter by agent or successful actions to understand how a sales or reminder campaign is performing.
  • Support follow‑up – Search transcripts for specific issues, then follow up with affected customers.
  • Compliance and auditing – Export detailed call logs with IDs, durations, and outcomes for record‑keeping.

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