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Use call history and insights

Find individual calls, preserve report scope, and choose the appropriate analytics view.

Use Call Log for record-level investigation and the Insights pages for aggregated trends. Keep the selected phone system and time range visible when comparing numbers across views.

Find a call

  1. Open Records > Call Log.
  2. Choose a rolling preset, custom dates, or all available calls. Times and civil-day boundaries follow the selected phone system’s configured time zone; the page identifies a UTC fallback when that time zone is missing or invalid.
  3. Filter by direction, outcome, category, handler, overall sentiment, or tags.
  4. Search by phone number or Call SID when you need one record.
  5. Use Per call to group transfer legs under one call or Per leg to list each segment.
  6. Open the column picker to show classification fields such as score, category, or sentiment when they are useful.
  7. Select a row to inspect its route, related legs, transcript, timeline, and available analysis.

Filters and the report range are reflected in the page URL so supported drill-throughs can open Call Log with the same scope.

Choose an Insights view

  • Today summarizes today’s call volume, available score and conversion measures, recent calls, and phone-system health signals.
  • Overview shows operational call volume, abandon rate, time to answer, and peak call times for the selected range.
  • Coaching shows available call scores, sentiment measures, coachable calls, and per-extension views. Some manager-level datasets may be unavailable to a narrower permission grant.
  • Revenue shows conversion and value views when call categories and conversion outcomes are configured. A missing value can mean the required classification configuration or data is not present; it is not automatically zero.

Select the page’s range before comparing a widget with Call Log. Drill-through controls carry the evaluated source window when the backend supplies one.

Expected result

Call Log identifies the relevant records, while an Insights page explains the aggregate pattern for a clearly stated range and phone system.

Troubleshooting

  • The same metric differs between pages: Confirm the phone system, time range, direction, and inclusion rules shown in each widget’s help text.
  • A filter shows no rows: Clear stale category, handler, sentiment, or tag filters and check the report range.
  • A classification column is blank: That call may not have a completed classification or scorecard. Blank does not mean a zero score.
  • A chart says there is not enough data: Widen the range or verify that the underlying calls have the required classification fields.
  • An all-time CSV cannot export: Choose finite export dates; browsing and export have different bounds for an unbounded report.