Find and export call records

Call Logs is the searchable history used for investigation and follow-up. Filters narrow the list before you open a recording or export records.

Navigation pathCalls

PrerequisitesThe date, agent, phone number or call identifier relevant to your investigation.

Usage steps

Use Search calls and the date filter to find the relevant period or record.
Use All Agents, All Dispositions and the duration selector to narrow the results. Use Filter by type if you need a specific call direction or type.
Review the total count, total duration and average duration. Sort using the available column headings.
Enable Show internal calls when looking for internal test activity that is hidden by the current view.
Open a row to inspect the call. Use Copy call ID when sharing a precise reference with your support team.
Select Export and review any export options shown. Check that the current filters match the records you intend to export.

Find and export call records — Figure 33. Search, date, agent, disposition and duration filters sit above the call table.

Expected result. You have located the relevant calls or exported the intended filtered records.

Practical notes and troubleshooting. A Processing disposition means analysis is not yet available. Revisit the record before assuming a final outcome.

Review a recording and transcriptCall details puts the recording and transcript alongside the outcome and extracted information. Use it to verify what actually happened in a conversation.Request and review a disposition correctionA disposition correction records a proposed change to a call outcome. The review page lets authorised reviewers approve or reject those corrections.