Call history and recordings

The Call History page opens at /call-center/call-history. It lists the calls of the account. An administrator sees every call. An agent sees only the calls in which they took part.

The call list with the newest call first. Each row shows the direction, the agent, the call outcome, and a play control when a recording exists.

Find a call

The list shows the newest call first. Each row has these columns: Date, Direction, From, To, Agent, Outcome, Detail, Duration, and Call ID. An administrator also sees the Recording column. The Outcome column shows the call outcome. The Detail column shows the outcome detail.

When Post-call Analysis is on, an administrator also sees the Resolution, Sentiment, and Labels columns. The page hides the Labels column by default. See Post-call analysis.

To show, hide, or move a column, click Columns. To return to the default columns, click Reset to default.

The table has pages. Choose 25, 50, or 100 rows for each page. The default is 50 rows. A call appears in the list a few seconds after it ends.

To search, type a number in Search by number and press Enter. The search matches the number of the caller and the number of the callee. Type at least 3 digits.

Click Filter to narrow the list. Then click Apply.

Filter	Options
Call type	Inbound, Outbound, or Internal.
Outcome	Answered, No answer, Busy, Abandoned, Canceled, Failed, or Voicemail.
Agent	An extension. The list shows the calls that the agent of this extension handled.
Call ID	The id of one call. The page opens the details of this call.
Duration (seconds)	A minimum, a maximum, or both.
Resolution	The resolution of the post-call analysis. Administrators only, when Post-call Analysis is on.
Ending sentiment	The mood of the customer at the end of the call, from the post-call analysis. Administrators only, when Post-call Analysis is on.

The list opens on the calls of the Last 7 days. To change the period, click Time Range. Choose Today, Last 7 days, or Last 30 days. You can also type a start in From and an end in To. Click Apply. The system rejects a range of more than 92 days.

Each active filter shows as a chip above the list. The default period of 7 days does not show a chip. Click the cross on a chip to remove the filter. Click Clear all to remove every filter and return to the last 7 days. Click the refresh button to load the list again.

The Call ID column shows the id of the call. Click Copy call ID to copy it. The Developer API and every webhook use this id for the same call. The address of the page keeps the call that you open, so you can share the address of a call.

Call outcomes

The Outcome column shows the call outcome as a badge. Point at a badge to read its meaning.

Outcome	Meaning
Answered	An agent answered and spoke to the caller.
No answer	The call rang and nobody answered.
Busy	The line was busy.
Abandoned	The caller hung up before anyone answered.
Canceled	The call ended before it connected.
Failed	The call could not complete for a technical reason.
Voicemail	The caller left a voicemail message.

The Detail column shows how the call reached its outcome:

Detail	Meaning
Direct	A Dial extension node decided the call.
Queue	An agent of a queue handled the call.
Ring group	A ring group decided the call.
Transfer	An agent answered the call after a transfer.
Queue timeout	The caller waited until the queue timed out, or the call overflowed out of the queue.
No agents available	The queue had no available agent.
In queue	The caller was in a queue when the call ended.
In flow	The caller was in the call flow when the call ended.
Blocked	The queue refused the caller.
External line	A call to an external system decided the call.
Outbound	An outbound leg decided the call.
Handled by AI agent	A voice agent handled the call.
Number unreachable	The system could not reach a channel to the destination.
Line congested	The carrier or the network was congested.
Agent declined, Agent did not answer, Agent unreachable	The agent side of a call that the API placed did not connect.

A blind transfer counts as answered only when the target answers.

A row can show an icon next to the badge. The label Partial data means that the record from the carrier has not arrived yet. The timings can still change. The label Conflicting data means that the call engine recorded an answer, but the queue recorded an abandon.

Call details

Click a row to open the Call Details drawer. The drawer shows these facts: Call, Outcome, Started, Agent, Call ID, and SIP Call-ID. 4 tiles show Duration, Ring time, Wait time, and Talk time.

Timeline

The Timeline shows what the call did, in order. A card is one leg of the call. A leg is one stop of the call. The type of the leg shows above its title. The types are Queue, Ring group, Extension, External line, Audio, Menu, Input, Outbound, Voicemail, and Voice agent.

A leg has a call outcome badge and the times Wait time and Talk time. It also lists the events that happened in the leg:

Joined queue and Left queue
Connected to an agent
No answer from an agent that did not pick up
Pressed a key in a menu, No key pressed, or Pressed a key with no option
Transferred to a target, Consulted a target, or Transfer failed
Left a voicemail
Web request

A dashed line with the text unaccounted shows time that no leg covers. The total duration shows below the last event of the call.

A transfer can fail. The event Transfer failed shows the target and the reason.

After-call sequence

If the call flow has an after-call sequence, the timeline has 2 parts. The first part is During call. The second part is After call. The After call part shows the events of the sequence:

After-call sequence started
Paused or Paused until a time, for a Wait node
WhatsApp message sent or WhatsApp message not sent, with the number and the reason
Workflow started or Workflow did not start, with the reason
Web request or Web request failed
After-call sequence finished, or After-call sequence stopped when the sequence could not finish

See After-call sequences.

The Web request event shows the method, the host, the path, and the response status. Click Show request and response to see more. The drawer then shows the Request and the Response, each with Headers and Body. It also shows the time of the request in ms.

The drawer cuts a body at 4 KB and shows Truncated at 4 KB. The drawer hides a value that comes from a sensitive variable and shows Hidden. Click Copy to copy a body.

Recordings

The Recording column and the Recording section of the drawer show the recording of a call. Only administrators see recordings. For an agent, the list has no Recording column and the drawer has no Recording section.

A call that the API placed has its recording on the call like any other call. A call that a campaign placed also has its recording on the call.

The system records a call only when the recording policy says so. The policy comes from the trunk, the DID, the outbound route, and the queue. See Trunks.

Click the play control in a row to open the player. The player starts to play immediately. Click the download control in a row to save the file.

The drawer has its own player. It has these controls: Play recording, Pause recording, Seek recording, Mute, Unmute, and Download recording.

The call details drawer of a recorded call, with the recording player above the timeline.

The audio has 2 channels. The customer is on the left channel. The agent is on the right channel.

A recording is ready a short time after the call ends. Until then, the row shows Processing. If the system could not prepare the recording, the row shows Unavailable.

Get legal advice before you record calls. Many countries need notice or consent from both parties. The platform records the calls that you choose. It does not play an announcement and it does not enforce a policy.

To download recordings with code, use the Developer API. The call.recording_ready webhook tells you when a recording is ready. See Call history and recordings.

Transcripts

A transcript is the text of a recording. The transcript shows the customer and the agent in one dialogue, in time order.

Transcription works only when Call Transcription is on for your account. Hams support turns on Call Transcription for your account. When it is on, the system makes a transcript automatically after a recording is ready. An administrator can also request a transcript. Agents cannot request a transcript.

For an administrator, the drawer of a call has the tabs Timeline and Breakdown. The Breakdown tab shows the Transcript. The tab shows only when call transcription is on, or when the recording already has a transcript. The drawer also has the Analysis tab when Post-call Analysis is on, or when the call already has an analysis. See Post-call analysis.

The Breakdown tab of the call details drawer with the transcript of a recorded call.

Each turn of a ready transcript shows the speaker, Agent or Customer, and the time in the recording. If an administrator requested the transcript, the tab shows Requested by and the name.

The tab shows the state of the transcript:

The tab shows	Meaning and action
No recording to transcribe.	The call has no recording.
Recording is still processing.	Wait until the recording is ready.
No recording available.	The recording failed.
Not transcribed.	The call has no transcript. Click Transcribe to request one.
Being transcribed. Check again in a few minutes.	The transcript is in progress. Click Check again to update the tab.
This is taking longer than expected. You can send it again.	The transcript is stuck. Click Transcribe to request it again.
The dialogue of the call	The transcript is ready.
The transcript could not be loaded.	The transcript is ready, but the page could not load it.
A message that the call is too long	The transcript failed with the reason `too_long`. The recording is longer than 15 minutes, so the system cannot transcribe it.
Transcription failed. Try again later.	The transcript failed with the reason `unavailable`. Click Retry transcription.
No speech was transcribed for this call.	The transcript has no words.

The Recording column of the list shows a small icon for the transcript of an administrator. A clock means that the transcript is in progress. A file means that the transcript is ready. A warning means that the transcript failed. Point at the icon to read the reason.

To read a transcript with code, use the Developer API. See Call history and recordings.