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The Calls section has two main views:
  • History – all completed calls handled by your agents.
  • Scheduled – upcoming callback calls that are queued to run later.
This guide focuses on how to use the UI: For a conceptual overview of what these calls represent, see
Call history (Core Concept).

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Filter call history

Filtering helps you quickly find the calls that matter. To open filters:
  1. Go to Calls → History.
  2. Click the Filters button.
You can combine several filters at once. Common options include:
  • Period – Date and time range for the calls you want to see.
  • Agents – Show only calls handled by specific agents.
  • Statuses – Filter by call outcome (for example, Ended, Voicemail, Completed, Canceled).
  • Call ID – Jump straight to a specific call by its ID.
  • Contact number – Show all calls to or from a particular phone number.
  • Duration (seconds) – Focus on shorter or longer calls:
    • Example: calls over 30 seconds.
  • Successful actions – Show calls where certain agent actions completed successfully.
  • Transcript keyword – Find calls where certain words or phrases appear in the transcript.

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Practical filter recipes

Here are a few examples you can use:
  • Review after-hours or support calls this week
    • Period: This week
    • Agents: your after-hours or support agent
  • Look at meaningful outbound conversations
    • Period: your desired range
    • Status: “is not Voicemail”
    • Duration: greater than 30 seconds
      This removes most short or unanswered calls and focuses on conversations.
  • Investigate specific issues or topics
    • Transcript keyword: “cancel”, “upgrade”, “billing”, or other terms of interest.
Use filters first to narrow the list before exporting or reviewing calls.

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Export calls to CSV

You can export filtered calls to CSV for reporting, analysis, or record‑keeping. To export:
  1. Apply any filters you need in Calls → History.
  2. Click Export CSV.
  3. In the column selection dialog:
    • Choose which columns to include (for example, ID, Agent, Agent Name, Start Time, End Time, Duration, Status, From number, To number, Post-call result).
    • Drag to reorder columns if needed.
  4. Confirm to download the CSV file.
The export respects your current filters, so:
  • If you filter by period, agent, or duration first, the CSV will include only matching calls.
  • This is the best way to avoid exporting large amounts of irrelevant data.

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Best practices for exports

  • Filter before exporting
    • Especially for outbound campaigns, combining:
      • Status “is not voicemail”
      • Duration greater than 30 seconds
        helps focus on meaningful calls.
  • Keep a consistent column set
    • Decide which columns your team needs and use the same selection for recurring reports.
  • Use IDs and timestamps
    • Include Call ID and Created At so you can cross‑reference calls with other systems if needed.
  • Export by time windows
    • For ongoing reporting, export by week or month rather than very large date ranges.

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Work with scheduled calls

The Scheduled view shows future callback calls that your agents will make. To open it:
  1. Go to Calls → Scheduled.
You’ll typically see columns such as:
  • 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.
  • Activity – Recent events (for example, last attempt time).

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Cancel or delete scheduled callbacks

From the Scheduled view you can:
  • Cancel or delete a scheduled callback if it is no longer needed.
To do this:
  1. Find the scheduled call in the list.
  2. Open its actions menu (for example, via the three-dot menu).
  3. Choose Cancel or Delete, depending on your UI wording.
  4. Confirm the action.
Currently, you cannot reschedule a callback directly from this view.
If timing needs to change, cancel the existing callback and create a new one through your workflow or agent behavior.

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Where to go next