How to export your call history
1. Exporting the file
- Select your filters. Before exporting, select the desired filters (click here to see how to configure them).
- Click on “Export to CSV”.
- Start the export and wait while the file is generated.
- Download the file. Once the export is complete, click on “Download” to retrieve your CSV file.
2. Open in Google Sheets
- Create a new spreadsheet.
- Click on the File menu.
- Select Import.
- Go to Upload, then click on Browse.
- Select the file to import.
- Configure the import settings.
2. Open in Excel
Windows
- Open your Excel file.
- Create a new spreadsheet.
- Go to the Data tab.
- Select your file and import the data.
- Configure the import criteria.
Mac
- Open Excel and create a new spreadsheet.
- Click on the Data tab, then select Get Data.
- Under Choose Source, select Text/CSV.
- Click on Browse.
- Select the file to import.
- Click on Get Data.
- Click on Next.
- Configure the import settings (comma delimiter; based on the first 200 rows).
3. Explanation of the data displayed in the table
- id: Unique identifier of the record in the database.
- CallID: Unique identifier of the call.
- ChannelID: Identifier of the telephone channel used for a call (a call ID may contain several channel IDs).
- Type: Call type (e.g. phone or IVR).
- Direction: Incoming or outgoing call.
- IsAnswered: Indicates whether the call was answered.
- LastState: Last known call state.
| États de l'appel | Description |
|---|---|
| CALLANSWERED | call answered by another contact point (transfer after no answer) |
| ANSWERED | call answered |
| VOICEMAIL_ANSWERED | voicemail, but recorded as answered (logged as missed if slider is off) |
| MISSED | missed call |
| VOICEMAIL | voicemail |
| PERMANENT_TRANSFERED | permanent transfer |
| NOANSWER_TRANSFERED | transfer after no answer |
| BLIND_TRANSFERED | manual direct transfer |
| QUEUE_TIMEOUT | call abandoned when “maximum queue time” is reached |
| CANCELLED | caller hung up / recipient rejected the call |
| FAILED | call failure |
| OUT | outgoing call |
| ANNOUNCE_ANSWERED | voice announcement with “consider as missed” unchecked |
| FAX_FAILED | fax reception failed |
| FAX_OUT_FAILED | fax sending failed |
| FAX_OUT_NOT_SENT | fax not sent |
| FAX_OUT_SENT | fax sent |
| FAX_RECEIVED | fax received |
| INCORRECT_PINCODE | incorrect PIN code (on IVR) |
8. StartTime : date and time when the call started
9. AnsweredTime : time at which the call was answered
10. HangupTime : time at which the call was hung up
10. TotalDuration : total call duration (including waiting time) in seconds
11. InCallDuration : actual conversation duration in seconds
12. QueueDuration : time spent in queue in seconds
13. HoldDuration : time spent on hold in seconds
14. RingingDuration : ringing duration before answer or abandonment in seconds
15. AfterCallDuration : time spent after the call (e.g., adding notes)
16. IVRDuration : time spent in IVR (Interactive Voice Response) in seconds
17. FromNumber : caller phone number
18. ToNumber : recipient phone number
19. contact : contact information related to the call
20. UserID : Ringover user ID involved in the call
21. UserName : Ringover user name associated with the call
22. IVRID : IVR ID used
23. IVRName : IVR name
24. ScenarioName : routing scenario applied to the call
25. File : link or reference to the audio recording of the call (if the call was recorded)
26. Note : short note added to the call
27. Tags : tags used to categorize the call
28. HangupBy : indicates who hung up (e.g., agent or caller)
29. Groups : group IDs
30. Notes : detailed notes added to the call
31. Locations : status of agents during the call
32. DigitEntered : key(s) pressed in the IVR
33. Missed : missed call handling information