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Overview

Call History is the full record of every call your phone system has handled: who rang, who they were trying to reach, how long they waited, how long they spoke, and how the call ended. Use it to answer questions like “did we ever ring this customer back”, “how many calls did we miss on Tuesday afternoon”, or “how long are people waiting before we pick up”.

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Before you start

  • You need the View Reports permission. Without it, this page is not available to you.
  • Choose the account you want from the Select account… box at the top. If you look after several sites, each one is listed separately, and you can type in the box to filter the list.
Nothing loads until you search, so the page opens with Ready to Search Call Logs.
  1. Pick a date range. The quickest way is the row of buttons: Today, Yesterday, This Week, Last Week, This Month or Last Month. You can also set From Date and To Date yourself.
  2. Add anything else you want to narrow by (see the table below).
  3. Click Search Call Logs.
Clicking a date button fills in the dates but does not run the search. You still need to click Search Call Logs.

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What you can search by

Reset Search clears the page back to how it started. Clear resets your fields and runs the search again straight away.

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Reading the results

Above the table you will see Found N calls with the date range, along with a quick count of how many were answered and missed, the average call length, and the total time. Click any column heading to sort by it. Click again to reverse the order.

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What the Status values mean

  • Answered: someone picked up.
  • No Answer: it rang out.
  • Busy: the line was engaged.
  • Failed or Congestion: the call could not be connected.
  • Abandoned: the caller was waiting in a queue and hung up before anyone answered.
Abandoned is the one worth watching. Those are customers who wanted to speak to you and gave up. The dashboard has an Abandoned Calls card for ringing them back.

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Loading more results

Results come through in batches of 50. If there are more, a Load 50 more button appears at the bottom. Click it as many times as you need, and each batch is added to what is already on screen. The footer shows Showing N records so you always know how much you are looking at.

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Narrowing down what is on screen

Once you have results, an Advanced Filter button appears above the table. This filters the calls already loaded, letting you build conditions such as “Duration is between” or “Queue contains”.
Advanced Filter only works on the calls currently loaded, not everything that matched your search. If you have 3,000 results and only 50 are loaded, it filters those 50. Load more first, or better, narrow the search itself using the fields at the top.
If you have loaded more than 1,000 records, a note appears reminding you of this and suggesting you narrow the search instead.

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Exporting to a spreadsheet

There are two export buttons and they do different things.
  • Export CSV, next to the results count, exports every call that matched your search, not just the ones loaded on screen. This is the one you usually want.
  • Export Filtered (N) appears only when an Advanced Filter is active, and exports just the calls matching that filter.
Both produce a CSV file, which opens in Excel, Numbers or Google Sheets. The file includes the date and time, caller ID, from and to numbers, direction, queue, wait time, duration and status. Wait time and duration appear twice, once written out and once in plain seconds, which makes them easier to add up in a spreadsheet.

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About the times you see

Times in the Date & Time column are shown in your phone system’s own timezone, with the timezone shown after the time (such as AEST or AEDT). This means everyone reading the report sees the same time for a call regardless of where they are.
Two things to be aware of if you work across timezones. The date buttons such as Today use your own computer’s calendar day, while the times in the table use the phone system’s timezone. Times in an exported CSV also follow your computer’s timezone, so they can differ from the on-screen table by a few hours if you are in a different state to the phone system.

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Listening to a call

Call History does not play recordings. If a call was recorded, go to the Call Recordings page and find it there using the same date and phone number.

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Frequently asked questions

I searched but got nothing back. You will see No Call Records Found. The usual cause is too narrow a date range, so click Expand Date Range, or Clear Filters to drop the other conditions. Also check you have the right account selected at the top of the page. Why does the total say more calls than I can see? Only the first 50 are loaded to keep the page quick. Click Load 50 more at the bottom to bring in the rest. Export CSV always includes everything that matched, whether it is loaded or not. Can I click a call to see more detail about it? No. Everything recorded about a call is in the columns on screen, and exporting to CSV gives you the same information in a spreadsheet. What is the difference between Wait Time and Duration? Wait Time is how long the caller sat waiting, usually in a queue, before anyone picked up. Duration is how long the conversation lasted once it was answered. A call can have a long wait and no duration at all, which means they gave up. Why do some rows have no From Extension? Calls coming in from outside do not start at one of your extensions, so that column is blank for them.