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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:
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.
The call was transferred to a human agent or another number.

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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

The contact’s phone number, shown as a clickable tel: link. This field is hidden when the call has no associated contact.

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
To download recordings, go back to the call list, select one or more calls using the checkboxes, and use the bulk download action to export them as a ZIP file. There is no per-call download button in the audio player.
Recordings are stored securely and are retained according to your plan’s storage policy. 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: