Overview

NUACOM’s cloud-based business phone system automatically captures and securely stores comprehensive details for all inbound and outbound business calls. This data empowers managers & supervisors to track productivity, handle follow-ups effectively, and gain data-driven operational insights directly from the NUACOM User Portal.

Main Window

In the main Call logs window, each time you visit, you'll see the latest logs from the current day.

The table delivers the information below:

• Call Type - The call can be:
  - Incoming Answered -> Someone called your company, and you answered
  - Incoming Unanswered -> Someone called your company, and you missed the call
  - Outgoing Answered -> You called someone, and they answered
  - Outgoing Unanswered -> You called someone, and they didn't pick up
  - Voicemail -> Someone called your company, and the call reached a voicemail (Incoming calls only)
  - Announcement -> Someone called your company, and the call was terminated while the caller was listening to a recorded system message (such as an IVR or welcome greeting) or waiting in a queue, resulting in a missed call. (Incoming calls only)
  - Internal -> An internal voice call between employees in your company (Extension to Extension)
  - Internal Video (Un)Answered -> An internal video call between employees in your company (Extension to Extension)
  - Transferred -> A call that was picked up by one extension but then was transferred to a different one.
• Date & Time: The date & time of the call in the user's timezone
• From: The caller of the call. It can be a number or an extension. There, you also see the caller ID when you're making Outgoing calls, and you have multiple company numbers.
• To: The callee of the call. It can be a number or an extension. There, you also see the number that the customer reached if the call is incoming, and you have multiple company numbers.
• Total Duration: The total call duration, including the waiting times in Queues or IVRs.
• Connected Duration: The true duration of the call by the time an agent picked up.
• Agent: The agent who participated in the call.
• Queue: For incoming calls routed through a specific Queue, this field displays the name of the Queue that received and distributed the call.
• Actions: Add a note, tag or view more information about the call.

Call Actions

For each call, you can add a note, tag it, and get more information by clicking the Actions button.

Some features of this section may not be available until you activate NUACOM AI.

In the Actions Section, you can:

• Check the Summary of the call and the Overall Emotion
• Surface the Key Topics & Action Items
• Add & Check the tags of the Call
• Add & Check the notes of the Call
• Check the Call Recording, with options to Share and Download the recording
• Check the Transcript of the call by searching for specific words, filtering for specific emotions, or copying the entire dialogue.

Call Logs Actions

In Call Logs, you have the actions below:

Transcript Search

If you have enabled NUACOM AI, you can search the call transcripts and retrieve only the relevant ones.

Check here how Transcript Search works.

Date Filter

Filter your call logs by a specific timeframe. The NUACOM portal allows you to retrieve up to 6 months of historical data at a time.

💡 Need older logs? If you require data dating back further than 6 months, please reach out to our Support Team for assistance.

Call Filters

Use these filters in the NUACOM User Portal to quickly narrow down and locate specific call records:
 

• Contacts: Filter calls by existing contacts saved in your NUACOM phonebook or CRM integrations to see interactions with specific customers or clients.
   
• DDI (Direct Dial-In): Filter by the specific inbound phone number the caller dialed. Useful if your business manages multiple company numbers or direct lines.
   
• Date Range: Restrict results to a specific timeframe (e.g., today, last week, or a custom window up to 6 months).
   
• Call Type: Filter calls by their direction or outcome, such as Inbound, Outbound, Missed, or Announcement.
   
• Extension: View call history associated with a specific agent.
   
• Queue: Filter incoming calls that were routed through and handled by a specific team queue (e.g., Sales Queue, Support Queue).
   
• Connected Time: Filter calls based on the exact duration of the live conversation between the agent and the caller (excluding hold or IVR time).
   
• Total Time: Filter calls by the entire duration of the call lifecycle, including time spent navigating IVRs, greetings, and waiting in queues.
   
• Tag: Filter results using custom labels attached to calls (e.g., SalesLead, SupportTicket) to find specific interaction outcomes.
   
• Call Notes: Perform a keyword search through the written notes added to calls by your agents or automations.
   
• Name or Number: Quickly find a call by manually typing a specific person's name or a complete/partial phone number. Searches for internal or external participants.

Export to CSV

Based on the filters and/or transcript searches you applied, you have the option to get the filtered call logs exported to a .csv file.

Just click on the Export to CSV button, and the logs will be delivered to your email.