> ## Documentation Index
> Fetch the complete documentation index at: https://docs.fluents.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Calls

> Learn how to filter call history, export calls to CSV, and work with scheduled callbacks.

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**:

* [Filter call history](#filter-call-history)
* [Export calls to CSV](#export-calls-to-csv)
* [Work with scheduled calls](#work-with-scheduled-calls)
* [Where to go next](#where-to-go-next)

For a conceptual overview of what these calls represent, see\
**[Call history (Core Concept)](../concepts/call-history)**.

***

## Video: Calls

<iframe className="w-full aspect-video rounded-xl" src="https://www.youtube.com/embed/FOteau5j8as" title="Video: Calls" frameBorder="0" allow="accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture" allowFullScreen />

***

## 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.

### 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.

***

## 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.

### 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.

***

## 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).

### 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.

***

## Where to go next

* Understand what each call represents and how History vs Scheduled fit together in\
  **[Call history (Core Concept)](../concepts/call-history)**.

* Learn how agent behavior and post‑call actions affect call outcomes in\
  **[Agents – Basic](../concepts/agent/basic)**,\
  **[Agents – Advanced](../concepts/agent/advanced)**, and\
  **[Agents – Post-Call Actions](../concepts/agent/post-call)**.

* See how outbound campaigns generate calls that appear in History in the\
  **[Campaigns Feature Guide](./campaigns)**.