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.

  

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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

Viewing Call Rating

If agents rate calls or submit call issues, the call rating icon is shown in the status column. Click the icon to see the timestamp and description of the issue.

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NOTE

You can filter calls with issues using the Call Rate drop-down list in search options.

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.

Call Attributes

If the recording has attributes, you can see additional information about actions taken.

Action Start and End

For 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.

Extended Data

Click Extended Data at the top-right to get more information.

Detailed Event Logs

You will see a detailed call event log.

If the recording has several attributes, the event log for each attribute will be displayed 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.

Speech to Text

For recordings transcribed using Speech to Text , the call summary and rank are displayed together, along with the option to search for a specific phrase.

• Summary tab

On the Summary tab, you can:

1. Review the conversation summary quickly and grasp the key points of each conversation.
2. See its rank percentage that you can use for:
   • performance insights to understand which calls are most effective and why
   • training to identify areas for improvement in customer service or sales calls
   • prioritization to focus on high-value conversations and improve business outcomes.

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Examples

• A call with a clear resolution, positive tone, and strong engagement might receive a score close to 100%.
• A call with unclear communication, low engagement, and no resolution might score closer to 0%.

• Transcription tab

On the Transcription tab, you can search by the relevant phrase.