What is Call History?

1. Keep track of client communication and follow-ups
   
2. Identify missed or abandoned calls
   
3. Review how calls were routed and handled
   
4. Access recordings, call summaries, and transcripts (if available)
   
5. Document notes and assign follow-up actions
   

View Your Call History

1. From the left-hand pop-out menu, navigate to "Reports" → "Voice" → "Call History"

2. Select the relevant account from the list, or use the dropdown in the upper-right corner.

3. You will see a list of calls associated with the selected account. Each call entry includes:

1. The date and time the call occurred
   
2. The direction of the call (inbound or outbound)
   
3. Caller name or number
   
4. The number dialed (and any description or label assigned)
   
5. A summary of the call result, such as whether it was answered, sent to voicemail, or forwarded
   
6. Status flags (hover over each icon to view what it represents, like no answer or sent to voicemail)
   
7. The duration of the call
   
   
   
   
   
   
   

Tip: Use the filters at the top of the Call History page to narrow results by date, direction (inbound/outbound), result type, or call status. This is especially helpful when searching for specific interactions or analyzing patterns across your team.

Click the "View Details" button to the right of any call to view a deeper breakdown. This new page view includes:

1. Call Metadata:
   
1. Whether the call was routed to voicemail
   
2. Whether the caller spoke to someone on your team
   
3. Any applied caller ID prefix
   
4. The sentiment score of the conversation, if AI sentiment analysis is enabled
   
5. A direct link to play or download the call recording, if available
   
6. An auto-generated summary of the call
   
   
   
   
   
   
   
2. Transcript & Sentiment Analysis:
   
1. If enabled, you can click on "Full Transcript" (in purple) to see a full transcript of the call from start to finish.
   
   
   
   
   
   
   
3. Updating Call Details:
   
1. You can flag the call for follow-up, set its severity level (such as low, medium, or high), and add internal notes for context or documentation.
   
   
   
   
   
   
   
4. Call Events Timeline:
   
1. See a real-time log of how the call moved through the system. This includes events like when it was forwarded, when it was answered, and which extension handled it—along with exact timestamps for each event.