Call log details allow you to analyze individual phone interactions to improve your team's management and performance. In this guide, you’ll learn how to navigate your call history, inspect call flows, and review recordings or transcripts for in-depth insights.

Access and analyze detailed call logs

1. Access and filter your call log

Start by navigating to your logs to filter your history and view a high-level overview of your workspace's call activity.

1. Go to your Call logs page.
2. Click on Filters to narrow down your history by call type (missed, answered, etc.), IVR, transfers, or date and hour.
3. Review the log list to check overall statistics such as call direction, dates, and wait times.

2. Inspect general call details and integrations

Click on the specific call record you want to analyze.

1. View the Call ID and Channel ID in the details panel.
2. Check the synced ticket numbers linked to your ticketing external business applications.
3. Review the Contact information to see exactly who the call was "from" and "to", the date, the hour and call duration.
4. Read or edit the notes and tags applied to the call to share context with your team.

3. Listen to recordings and read transcripts

Access your audio logs and automated summaries to quickly evaluate call quality and customer interactions.

1. Locate the Recording player in the call details panel
2. Click the Play button to listen to the recorded conversation
3. Select the Transcript tab to read the text dialogue of the call
4. Review the automated AI Call Summary to understand the conversation's context instantly

4. Map the Call Flow and agent routing

Review the exact path of the call from the moment it entered your system until it was terminated.

Scroll down to the Call flow section of the panel.   Track the visual route to see exactly where the call rang and which leg ended the call.   Review the Involved agents list to see every team member the call was routed to.   Check the Reasons for no response (such as an agent already being busy on another call or receiving a call outside working hours).   Identify the Final agent who successfully answered the call.   Evaluate the precise call duration and wait times logged for each routing step.

Call status codes

Here are the different statuses that may appear in the call logs

• OUT: Outgoing call made by the user

• ANSWERED: Call answered by the user

• TOOLATE: Late response attempt; another user answered first

• CALL_ANSWERED: Another user answered, and the user didn’t attempt to respond

• NO_ANSWER: Missed call, no agent answered

• REJECTED: Call manually declined

• ALREADY_IN_CALL: Call received while the agent was already on another call

• SNOOZE: Call received while the agent had Snooze mode activated

• PLANNING: Call received outside the agent’s working hours

• NOT_CONNECTED: Missed call while the agent was offline

• SIP PHONE ERROR: SIP phone error or situations of user busy ("user_busy"), such as: 

  • User hanging up a call and being unavailable

  • High call volume across multiple queues

• ANNOUNCE: Call stopped during a voice announcement phase

• ANNOUNCE_ANSWERED: Call completed after a voice message

• VOICEMAIL_ANSWERED: Call completed to voicemail and marked as answered

• VOICEMAIL: Voicemail considered as a missed call

• FAILED: Outgoing call not completed

• CANCELLED: Outgoing call canceled by the caller

• QUEUE_TIMEOUT: Call reached the maximum queue time limit

• NOANSWER_TRANSFERED: Call transferred due to no response

• BLIND_TRANSFERED: Direct transfer without checking availability

• PERMANENT_TRANSFERED: Call automatically redirected

• MISSED: Missed call

• USER_BUSY: Missed call due to a busy status, already on another call or in the process of hanging up.

🎉 You now know how to access and analyze detailed call logs and can leverage these insights to optimize agent routing and improve customer interactions!