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Call Records List Report
Updated over a week ago

The Call Records List report provides detailed data on all the calls made using the Dialer.
On the report page, you have numerous data filtering and sorting options, can download the results as a CSV file, and listen to call recordings.

Generating the Report

To open the report, click Reports > Call Records List.

To limit the pool of displayed results:

  • Use one or more filters under Search Calls by Filter.

  • If you need more filter options, you can expand the advanced search. For example, you can search by various attributes, such as Speech-to-Text, AMD, Beep, Incoming IVR, or other attributes.

  • You can hide some columns in the results and change their order according to your preferences. Click Configure Columns in the bottom right corner. Then drag and drop boxes to rearrange the columns and click Save changes.

NOTE

If you don't have the Configure Columns options, you can contact the support team or your account manager to enable it for you.

After applying all the needed filtering and sorting, click Search, and the results will be displayed in the table below.

Click Export To to save the report in the CSV or Excel format. This will create a new task for the system to generate a file. When the task has been completed, the file will be available for download in Reports >Task Logs.

Report Columns Explained

Column

Description

ID

The call ID. Click the ID to show a recording link you can share with a third party.

NOTE
To use this feature, allow call recording public links in Settings > General Settings > Access Control Lists and allowlist your IP address.

Lead ID

The ID of the lead in the system

Call Type

Displays the type of the call: predictive, manual, etc.

Start at

Date and time when the call started

Lead

The customer’s name. You can click it to open the lead's page.

Original Identifier

Lead identifier used in the CRM

Campaign/Group

The campaign the call is related to the group the calling agent is related to

Lead Status

The status assigned to the call after its completion

If a manager was tagged in the call, a question mark appears next to the status:

9.png

Click on the question mark to see details and when the manager entered and left the call.

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Caller User

The agent’s name

Duration

Call duration, including the ringing time

Bill Duration

Duration after the call was answered

Hangup

The party that ended the call: the customer, the agent, or the system

Caller ID

The agent’s phone number displayed to the customer

Dst

The customer’s phone number

Status

Shows if the call was successful (OK) or not (Fail). The following icons provide additional information:

- the call was recognized as a human

- the call was recognized as a machine

- speech recognition is available

- conference call

- the whisper feature was used

- the call was transferred

Listen

Click the button to play the recorded call, view extended data about it, and/or download it.
More information about using the recording player is available in the section below.

Using the Audio Player

The dedicated audio player lets you listen to call recordings, view extended data about your calls, and download audio files.

Click Play Record in the Listen column to view the audio player.

Above the player, you will see the following information about the call:

  • Call ID

  • Destination

  • Call date and time

  • Duration

You can use the player buttons for various actions.

Button

Explanation

Start or pause the playback

Skip to later or earlier moments in the recording

Turn off/on the volume

Split the recording into the lead's and agent's tracks

Change the playback speed

If the recording has attributes, such as Conference, Transfer, Whisper, or Speech Recognition, the start of the attribute use will be marked with the Start or Added icon on the timeline, and the completion will be marked with the End icon.

To get more information about the recording, click Extended Data at the top right.

You will see a detailed call event log.

If the recording has several attributes, you will see the event log for each attribute on a separate tab.

By clicking on an active timestamp in the event log, you can play the recording from the moment corresponding to the timestamp.

On the Speech-to-Text tab, you can search by the relevant phrase.

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