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Overview

The history page allows you to access comprehensive call history and conversation logs to understand agent performance and customer interactions up close. Here, you will find the agent that executed the call, the phone number it served, date/time, campaign, duration, and other variables from your call along with the entire call transcript/recording.

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Date Range Filter

Select a custom date range to view calls from specific time periods. The date picker allows you to set start and end dates to narrow down your call history.

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Agent Filter

Filter calls by specific agents to review individual agent performance and activity.

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Quick Filters

Use the filter buttons to quickly sort calls by:
  • Feedback - Filter by feedback
  • Phone - Filter by specific phone numbers
  • Ended Reason - View calls by their completion status (Connected, No Answer, etc.)
  • Campaign - Filter by specific campaign assignments
  • Actions - View calls with specific actions taken (Dial Keypad, EndCall, etc.)
  • Call Type - Filter by call direction or type
Use the search bar to search within call transcripts for specific keywords, phrases, or topics discussed during conversations.

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Call History Table

The main table displays all calls with the following columns:
  • Agent - The agent name or ID that handled the call
  • Phone - The phone number contacted
  • Called at - Date and timestamp of when the call was initiated
  • Campaign - The campaign associated with the call (if applicable)
  • Duration - Total call length in MM:SS format
  • Ended Reason - Call outcome status (Connected, No Answer, etc.)
  • Actions - Any specific actions triggered during the call (Dial Keypad, EndCall, etc.)

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Call Details Panel

Click on any call row to open the detailed call view, which includes:

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Summary

A concise overview of the conversation, automatically generated to highlight key points, topics discussed, and outcomes from the call.

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Analysis

Structured data extracted from the call based on properties defined by you.

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Call Recording

Access the full audio recording of the call for quality assurance and training purposes.

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Transcript

Read the complete, timestamped transcript of the conversation between the agent and the contact.

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Export

Click the Export CSV button in the top-right corner to download your filtered call history data for external analysis, reporting, or integration with other tools.
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