Call History & Analytics

Two related pages

• Call History — every call your tenant has made or received, with full detail (CDR — Call Detail Record)
• Analytics — aggregated metrics over time

Use Call History when you need to find a specific call. Use Analytics when you want to understand trends.

Call History

Top nav → Call History.

Columns:

• Date / Time — when the call started (your tenant timezone)
• Direction — Inbound / Outbound / Internal
• From — caller (extension or phone number)
• To — destination
• Duration — call length
• Billable Seconds — actual billed time (excludes ring time)
• Status — Answered / No Answer / Busy / Failed / Voicemail / Cancelled
• Recording — link to the recording (if recording was enabled)
• Transcript — link to the text transcript (if available)
• Cost — what this call cost on your bill

Search by extension, phone number, date range, status. Sort any column.

Filtering

Use the filter bar above the table:

• Date range — calendar picker
• Direction — Inbound / Outbound / Internal / All
• Status — answered, missed, etc.
• Extension — filter to a specific extension's calls
• DID — filter to calls on a specific phone number
• Min duration — exclude very short calls (often misdials)

Useful examples:

• "All calls to extension 102 last week" — set date range, set extension filter
• "Inbound calls that went to voicemail this month" — direction = Inbound, status = Voicemail
• "All long calls (5+ min) yesterday" — date = yesterday, min duration = 300

Listening to recordings

If recording was enabled (it usually is by default; configurable per call flow / per queue), each call has a recording link.

Click Play to stream in the browser. Click Download to save the .wav.

Recordings are stored for the duration set by your service provider (typically 30-90 days, then deleted unless you've paid for extended retention).

Reading transcripts

Recordings are auto-transcribed (in most configurations). Click the transcript icon to see the text.

Transcripts are searchable. Use the search bar to find calls where specific words were spoken (e.g., "refund" or "cancel").

Transcript accuracy varies. Native English, clear audio: very good. Heavy accents, background noise, multiple speakers: less reliable.

Exporting

Click Export CSV to download the filtered view. Useful for:

• Auditing
• Importing into a CRM
• Manual analysis
• Sharing with someone who doesn't have dashboard access

Analytics

Top nav → Analytics.

The page has multiple metric panels with date-range selector at the top (7d / 30d / 90d / 1y).

Volume

• Total calls in the period
• Inbound vs outbound split
• Calls by hour of day — heatmap of when calls happen (helps with staffing decisions)
• Calls by day of week

Performance

• Average call duration
• Total minutes used
• Answer rate — answered / total
• Voicemail rate — voicemails / total inbound

Top destinations

• Most-called outbound numbers — useful for relationship tracking
• Most-frequent inbound callers — your biggest customers / most prolific spammers

Top extensions

• By call volume — who's making/taking the most calls
• By total minutes — who's spending the most time on the phone

Cost

• Total spend in the period
• Spend by category — DID monthly, extension monthly, per-minute usage, fees

Quality (if available from your service provider)

• MOS (Mean Opinion Score) — call quality on a 1-5 scale
• Calls with poor quality — calls below MOS 3.0

Using Analytics for staffing

The "Calls by hour of day" panel is gold for queue staffing.

If your inbound peak is 10am-12pm, you need 5+ agents on the queue during those hours. If you have 5 agents but they're all in a 10am meeting, your queue gets slammed and customers abandon.

Match staffing to call volume. The hourly heatmap tells you exactly when.

Using Call History for billing disputes

When a tenant says "I never made that call" or "I'm being charged for a call that didn't happen":

1. Filter Call History to the date and number in question
2. Verify the call exists and check Duration / Billable Seconds
3. If the call has a recording, listen — verify it was a real call
4. If the dispute is valid, contact your service provider for a credit

CDR is the source of truth for billing. If a call appears here with a billable duration, you were billed for it.

Common questions

"Why is my recording blank?" Recording requires the call to be answered. If a call goes straight to voicemail or hangs up before being answered, there's no audio to record. Also check: recording must be enabled in the relevant call flow node.

"Why isn't my call in the history yet?" CDR records appear within 60 seconds of call end. Refresh the page if you don't see a recent call.

"Why is the duration shorter than I remember?" Duration counts from when the call was answered, not when it started ringing. A call that rang for 30 seconds before being answered shows shorter duration than your perceived call time.

"Where are my old recordings?" Recordings are retained per your service provider's policy. Old recordings may have been auto-deleted. If you need long retention, ask your provider about extended-retention plans.