Skip to main content

Call history

Updated

Call History gives you a log of every call your organization has made or received — answered, missed, or failed. You can view call details, play or download recordings, read transcripts and AI summaries, and filter the log to find specific calls quickly.

Admins and supervisors can see all calls across the organization. Individual users typically see their own calls and any queues they belong to.

Viewing Call History

  1. Go to Call History in the Voice navigation.
  2. The list shows calls in reverse chronological order. Each row includes:
    • Direction (inbound or outbound)
    • Caller and destination numbers
    • Date and time
    • Duration
    • Status (answered, missed, failed)
  3. Click any row to open the call detail.

Call Detail View

The call detail page shows the full record for a single call:

  • Caller and destination — The numbers involved, with contact name if it matches the directory.
  • Timestamps — When the call started, when it was answered, and when it ended.
  • Duration — Total talk time in seconds.
  • Recording — If recording was enabled for this call, an audio player and download link appear here.
  • Transcript — If AI transcription ran, the full transcript text is shown.
  • AI Summary — A short recap of the call generated after transcription completes.
  • Transfer details — If the call was transferred, the transfer destination and type are shown.
  • Disposition — If your organization uses call disposition codes, the code and note applied by the agent appear here.

Filtering Calls

Use the filter bar above the list to narrow results:

  • Date range — Set a start and end date.
  • Direction — Filter to inbound or outbound only.
  • Status — Filter to answered, missed, or failed.
  • User or extension — See calls for a specific team member.
  • Number — Search for calls to or from a specific phone number.

Filters can be combined to isolate exactly what you need.

Searching Calls

Use the search bar to find calls by phone number, contact name, or — if transcription is enabled — keywords within the transcript text. Transcript search is powered by the platform's search index and may take a short time to index new calls.

Exporting Call Records

To export call data for reporting or billing:

  1. Go to Reports in the admin panel.
  2. Select the report type (e.g., call volume, agent activity).
  3. Set the date range and any filters.
  4. Export to the available format.

For compliance-level exports including audio, see eDiscovery under the Compliance section of the admin panel.

Legal Hold

To preserve a call record and its recording beyond the normal retention window, open the call detail and toggle Legal Hold on. Calls under legal hold are excluded from the automated cleanup job. See Call Recording for more on retention and compliance.

FAQ

How far back does call history go? Call records are kept according to your organization's retention preset in Compliance Config. Records beyond the retention window are removed by the daily cleanup job unless they are under legal hold.

Can I see calls from other agents on my team? Admins and supervisors can see all calls in the organization. Standard user accounts typically see their own calls. Your MSP admin controls role assignments.

Why does a call show duration of zero? A zero-duration call was never answered — it is a missed call. The call rang but nobody picked up before it was routed to voicemail or timed out.

Related