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Call Logs

The Call Logs tab documents every voice or video session routed through an agent, making it easy to review duration, participants, and outcomes.
  1. Open Insights and pick an agent from the sidebar.
  2. Click the Call Logs tab along the top.
  3. Adjust the date range to the window you want to analyze.
If no calls occurred during the selected period, the table displays “No data”.

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Column Breakdown

  • Call Start: Timestamp when the session began.
  • Duration: Length of the call (HH:MM:SS).
  • Channel / Entry Point: Indicates whether the call came from web voice, Twilio phone, etc.
  • Participants: Caller ID or contact information when available.
  • Outcome / Status: Completed, missed, escalated, or other custom statuses.

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Exporting Call History

  • Use Export Call Logs to download the filtered dataset as CSV.
  • Ideal for record keeping, QA audits, or syncing with telephony analytics tools.
  • Add the date range to the filename for clarity (e.g., call-logs_jan2025.csv).

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Investigating Calls

  • Hover for Details: Some columns provide tooltips with extra metadata (e.g., automation path taken).
  • Cross-reference: Match call timestamps with Chat Log entries if the session switched channels.
  • Escalation Review: Identify calls that required human takeover to improve workflows or knowledge sources.

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Best Practices

  • Monitor SLAs: Compare call durations and response times against your support targets.
  • Flag Anomalies: Sudden spikes in missed or short calls may indicate routing issues.
  • Integrate with CRM: Attach exported logs to customer records for a complete interaction history.
  • Secure Storage: If call logs contain sensitive data, follow your organization’s retention and encryption policies.

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Troubleshooting

  • Missing Calls: Confirm the agent was active (via the Setting tab) and that telephony integrations were connected.
  • Incorrect Durations: Verify that the user’s session ended cleanly; lingering connections can inflate totals.
  • Export Errors: Retry with a shorter date range or check your network connection.
For transcript-level analysis, open the Call Transcriptions tab, where you can read or download the conversation content tied to each log.