The Call Records List report provides detailed data on all the calls made using the Cloud PBX. 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.

When you open this report, it will display all the calls made today in a table, with call summary cards positioned above.

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, 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.

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

This section provides a description of the default parameters in the Call Records List report.

Column	Description
ID	The call ID. Click the ID to show a recording link you can share with a third party. ❗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
Caller User	The agent’s name
Trunk	Name of the trunk that was used for the call, which can be utilized for statistics or debugging purposes
Cost	Cost of the call
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
To	The customer’s phone number
Destination Country (OPTIONAL)	An option to add a column showing the destination's country
Status	Shows if the call was successful (OK) or not (Fail). The following icons provide additional information about call attributes: - speech recognition and summary is available - conference call - the whisper feature was used - the call was transferred - the agent rated the call
Listen	Click the button to play the recorded call, view extended data, and/or download it. ❗Before downloading, make sure to enable the public recording ACL for the relevant IP addresses. More information about using the recording player is available in the section below.

🎧 Advanced Audio Player

Precision Listening Meets Intelligent Insights.
Experience unparalleled control and clarity with our state-of-the-art audio call player. Designed to enhance call analysis and operational efficiency, this tool empowers teams to review, interpret, and act on call data with unmatched precision.

Waveform Visualization

With detailed waveform representations, you can gain a visual overview of your audio, helping you effectively pinpoint conversation spikes, pauses, and transitions.

Use the Channels switch in the bottom right corner of the player to choose how the recording is displayed.

Select Merged to preview both sides of the conversation on a single waveform channel for clean, focused playback:

Select Split L/R to analyze the caller and the callee separately, with clear visual and audio separation, ideal for professional, side-by-side conversation review:

Mute Audio Channel During Playback

In the Split L/R view, you can mute one side of the call while listening to the recording - choose to silence either the caller or the callee, depending on your needs.
To mute, click the speaker icon under the side you want to silence. To unmute, click the icon again. To mute both sides at once, press M.

While a channel is muted, its waveform will appear visually grayed out, indicating that audio is not being played from that side.

Intuitive Playback Controls

Navigate call recordings with intuitive controls: play, pause, rewind, fast-forward, adjust or mute volume, and choose between combined or split audio channels for caller and callee.
You can also change the playback speed from 0.5× to 2×, allowing you to focus on the moments that matter most with maximum flexibility.

Click the keyboard icon in the player header to see the full list of shortcuts. They are active while the player is open.

Downloading the Recording

To save a copy of the recording, click Download in the player header and select Raw file to download the audio as stored on the server.

Smart Markers for Call Insights

Identify and highlight crucial call attributes using markers placed directly on the waveform at the moment they occurred.

Hover over a marker to see the attribute and its exact timestamp, or click it to jump the playback to that moment.

All events are also listed under Events below the player and grouped into tabs by attribute. The full list is described in the Call Attributes section below.

Seamless Transcript Integration (Speech to Text)

Use CommPeak's advanced Speech to Text service to access transcriptions directly linked to specific timestamps, allowing for quick navigation to the most relevant parts of any call.
In addition to full transcripts, you benefit from automated call summaries that highlight key points and call sentiment rankings that provide a quick view of the emotional tone of each conversation. Helping your team prioritize and respond faster.

Open the Speech tab below the player to review the conversation.

In the Call Summary section, you can review a concise overview of the conversation and see its Rank score - a percentage that helps you to:

• Gain performance insights by identifying which calls are most effective and why
• Support training by highlighting areas for improvement in sales or customer service
• Prioritize high-value conversations to drive better outcomes and business decisions

In the Transcription tab, you can view the entire call transcribed into timestamped speech-to-text phrases, clearly showing the dialogue between caller and callee.
Use Search transcript to locate key moments in the conversation, and Export to save the transcript as a CSV or JSON file.

In the Translation (EN) tab, you can view the automatically translated Speech2Text results into English. This can be enabled under the Speech2Text configuration. If the original call is already in English, no translation will be applied, and you won't be charged for the translation.

Call Attributes

When a recording includes call attributes, key events like transfers, whispers, or conference joins are automatically highlighted.
All insights are organized in an intuitive tab below the player, making it easy to understand what happened, when it happened, and why it matters.

Inbound IVR

Easily track all IVR elements triggered for the caller, from the moment the IVR starts until the call ends or connects to an agent.

Whisper

Monitor and highlight the manager Whisper sessions during live calls with agents, including exact start and end times for complete visibility.

Call Rating

If agents rate calls or submit call issues, a Call Rating icon will appear as an attribute. Click the icon to view the timestamp and a description of the reported issue.

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