Data & Analytics

Call Logs

View as Markdown

Call logs provide a complete record of every call, including transcripts, recordings, and metadata.

Accessing Call Logs

Navigate to Calls on the left side of your screen to view all calls.

Call List View

The list view shows:

ColumnDescription
DurationTotal call length
CallerThe contact name or phone number of the caller / callee
CategoryThe type of call that was handled
SummaryA brief description of the purpose of the call
StatusQuick view to see if the call has been flagged or reviewed
DateWhen the call was placed
OutcomeWhether or not the caller wanted a callback

Filtering

Filter the calls by:

  • Inbound
  • Outbound
  • Sales
  • Support

Calls log with filters

Search across all calls by:

  • Caller / Phone number
  • Summary
  • Outcome

Calls log columns

Call Detail View

Overview

  • Name - The caller’s / callee’s name
  • Phone - The phone number of the caller / callee
  • Duration - Total call length
  • Email - The email of the caller / callee
  • Date - The date the call took place
  • Time - Call start timestamp

Call detail view with transcript

Transcript

Transcript Features:

  • Timestamps for each turn
  • Speaker identification
  • Downloadable as text file
Call Transcript

Recording

Audio recording of the call:

  • Play/pause controls
  • Seek to any point
  • Playback speed adjustment (0.5x - 1.5x)
  • Download audio file

Call transcript with audio player

Call Quality

Each call includes quality metrics:

  • Caller Rating - The rating the caller gave the call if they did the call survey
  • Your Rating - The rating you attribute the call after reviewing it

Next Steps