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Call Log

The call log allows you to review and manage all calls made by your agents in real-time. Use filters to quickly find any conversation.

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Access the Log

To access the call log, simply navigate to the Call Log section in the left panel. There you will find a table with all calls made by your agents.

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Table Information

Each log entry shows:
FieldDescription
IdentifierUnique call ID (e.g., #ef52...) with copy option
AgentName of the agent that handled the call
TypeIndicates if the call was Inbound or Outbound
Contact phoneCustomer or contact number
StatusCurrent call status
DurationTotal conversation time
DateExact date and time of the call
ActionsLink to view full details
Screenshot of the call log showing the table with the mentioned columns

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Call States

Calls can be in different states:
The call ended successfully. You can access the recording and full transcription.
The outbound call is in the dialing process, waiting for the contact to answer.
The call is currently active.
The contact did not answer the call.
The call could not be completed due to a technical error.

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Call Details

By clicking on a call, you access its detailed view with all conversation information.

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General Information

At the top you will find:
  • Call ID: Full unique identifier with copy option
  • Status: Badge indicating if the call is completed, in progress, etc.
  • Date and time: Exact moment the call was made
  • Agent: Name of the agent that handled it
  • Type: Whether it was inbound or outbound
  • Duration: Total conversation time

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Contact Information

Contact

Contact name if available in your CRM or integrations. Shows “Unknown” if no information.

End reason

Indicates how the call ended: “Customer hung up”, “Agent finished”, “Transferred”, etc.

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Audio Player

Listen to the full call recording:
  • Playback controls: Play, pause, and progress bar
  • Volume control: Adjust audio level
  • Time indicator: Shows current time and total duration
  • Download: Option to download the audio file
Recordings are stored securely and are available for 90 days. You can download them for permanent archiving.

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Call Transcription

The transcription shows the full conversation in chat format: Transcription format:
  • Contact (left): Customer messages in bubbles aligned to the left
  • Agent (right): Agent responses in bubbles aligned to the right
  • Timestamps: Each message includes the exact time
Transcription example: 
Contact - Friday, 12:00
"Can you hear me?"

Agent - Friday, 12:00
"Hello, I'm Natalia, your virtual nurse from the Cardiac
Insufficiency Unit at the Hospital, how are you?"

Contact - Friday, 12:00
"Hello, Natalia, I'm doing great."

Agent - Friday, 12:00
"I'm very glad to hear that. Can you tell me your name
to confirm it in your file?"