Within the Call Log section of the portal,
you can search by (but are not limited to) the following filters:
- Date Range (see below)
- Call Type / Direction (see below)
- Call Duration
- Search by Extensions
- Search by Numbers
- Search by Queues
- Search by Call Tags
- Search Through Notes (see Making Notes & Tags)
- Search by Name
- in each "Search by" dropdown, you search for calls based on the direction of the call:
From or To (inbound & outbound calls)
From (inbound calls)
To (outbound calls)
please note - after a filter is applied, please remember to refresh the logs
by pressing the refresh button
Date & Time Range
You can view calls from a specific Date or range of dates
after you have made your selection, press Apply
Call Type / Direction
you can apply the following filters when searching for a call:
Call Duration
you can search for a call based on the "Total" or "Connected" time
The "Total" time includes the caller hearing the welcome messages of your call flow,
how long the call was waiting to be answered and the duration of the phone conversation with an extension/agent
The "Connected" time is how long the call was successfully connected to an extension/agent
Search By Extensions
you can search for a call based on the extension that answered it
Search By Numbers
you can search for a call based on the inbound or outbound phone number
Search By Queues
you can search for a call based on what queue it came into
Search by Call Tags
you can search for a call based on call tags
see more here - Call Tags in the IVR
Search through Notes
you can search for a call based on call notes
see how to make notes here - Making Notes & Tags on the Desktop App
Search by Name
you can search for a call based on the name of the agent/extension or contact saved in the phonebook
Call Log Examples and breakdown
each call is broken down by the following criteria (from left to right)
- Date - the date and time of the call
- Connected - Call Duration if the call successfully connected
- Total - the total call duration (this includes the length of the call, the length of time that the caller was in the IVR call flow & the length of time waiting in a queue to be answered)
- Ext Answ - the agent/extension that answered the call
- Queue - what queue the call came into
in this call log - Caroline called Christine and the call was linked back to the Hubspot Integration
in this call log - James called a number outside their location, so the call includes a Swedish flag
Call Recordings breakdown
(note not all account use recordings)
Please note, you may not have the access to the call transcriptions feature since it is in the testing stage at this point.