Call history
Every call on your workspace with who, when, how long, the result and the summary, and each call opened to read what was said.
Where to find it
Calls › Call history (Easy mode: Essentials › Phone call history)
Open this screen
Steps
- Open “Call history” under Calls. In Full mode the page is called “Call log”; in Easy mode open “Phone call history” under Essentials.
- In Full mode, filter with “All directions” (Outbound, Inbound) and “All statuses” (Completed, No answer, Missed, Abandoned, Voicemail, Busy, Failed, In progress).
- Press a row or “Transcript” to open the call: summary, conversation, transcript and the write-up tools.
- In Easy mode, choose the period (“Today”, “This week”, “All”) and what to show (“Every call”, “Missed”, “Not handled”). Each call is a card with the rule it followed, the result, the recording and “Call back”.
- Use “Export calls” or “Export activity” (Full mode) to download a CSV.
- In Full mode, click a column header (When, Direction, Batch, Line, Agent, Contact status, Outcome, Duration, Likely to sign up) to sort the whole history by it; click it again to reverse the order. Empty values always come last.
Settings on this screen
| Setting | What it does | Default |
|---|---|---|
| All directions | Outbound, Inbound or both (Full mode). | All directions |
| All statuses | Only calls with this status (Full mode). | All statuses |
| Show test calls | Lists browser and setup-wizard test calls, marked “Test”, among the real ones. Shown when no other filter is set. | On |
| Today / This week / All | The period (Easy mode). | This week |
| Every call / Missed / Not handled | Which calls the cards show (Easy mode). | Every call |
| Export calls / Export activity | Download CSV files (Full mode). | — |
| Listen live | On a call that is still in progress: owners, admins and managers can listen. | — |
Troubleshooting
“No calls match these filters.”
Set “All directions” and “All statuses”, or choose a longer period in Easy mode.
“The call history could not be loaded.”
Reload the page. If it keeps happening, check that a workspace is open.
“Mail is not set up on this server, so call summaries cannot be emailed.”
Email summaries need mail to be set up by the operator; everything else on the page works.
Tips
- AI agent calls are also listed under AI call history, with the conversation beside the list.
- The Easy mode banner “{n} call(s) may need a call back.” counts missed, hung-up and voicemail calls not yet marked handled.
Good to know
- The list shows the latest 200 calls; the export holds every call that matches the filters.
- A recording exists only when the phone service sent one for that call.
Related how-tos
- See who called and call back Find the calls you missed, call the person back and mark each call handled when it is dealt with.
- Open a call and write it up Read a call's summary and transcript in the Call log, and have a note, a follow-up email or an outcome drafted from it.
- Play a recording and read its transcript Listen to a call's recording and read the transcript under it: what was said, who said it and when.
- Export calls to CSV Download your calls as a spreadsheet file for your own records or analysis.
- Email yourself a call summary Have the summary of a finished call sent to your own account email address.
- Read the whole conversation of a call See everything the caller and your AI agent said on a call, in order, with times, so you have the full context before you act.
- AI call history Go through your organisation's calls with each call's whole conversation beside the list.
- Call history: common problems Understand the messages Call history and AI call history can show, and what to do about each.
- Speaker labels: who said what See who spoke when in a call's or meeting's recording, by name for known voices, and correct a label.
- Call someone back (Call again) Call a caller back from the call itself: your own phone connected through your organisation's line, or your line's AI agent calling them.
- Correct what the AI agent said on a call Fix an answer your AI agent gave on a call and, if you want, save the corrected answer to the agent's knowledge base so it answers right next time.
- How your AI agent answers quickly Your agent starts speaking as soon as the first part of its answer is ready, and greetings are prepared in advance.