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.Navigating the Call Logs Tab
- Open Insights and pick an agent from the sidebar.
- Click the Call Logs tab along the top.
- Adjust the date range to the window you want to analyze.
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.
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).
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.
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.
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.