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. You 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, AMD, or others.

  

• 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

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

🎧 Advanced Audio Player

Precision Listening Meets Intelligent Insights.
Experience unparalleled control and clarity with our state-of-the-art audio calls 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 pinpoint conversation spikes, pauses, and transitions effectively.

Effortlessly preview the caller’s audio with a dedicated waveform channel for clean, focused playback:

Analyze the callee’s side separately, with clear visual and audio separation. Ideal for professional, side-by-side conversation review:

Intuitive Playback Controls

Effortlessly 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.

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Take full control without touching the mouse!

Use keyboard shortcuts to navigate the player quickly:
Spacebar – Play / Pause
Right Arrow (→) – Skip Forward
Left Arrow (←) – Rewind

Smart Markers for Call Insights

Identify and highlight crucial call attributes, such as Conference events, Transfer, Whisper, Hashtag, Outbound IVR, and Call Rating using customizable markers that provide immediate context.

Seamless Transcript Integration (Speech to Text)

Leverage 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.

In the Summary tab, you can quickly review a concise overview of the conversation and see its ranking score—a percentage that helps you:

• 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

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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%.

In the Transcript tab, you can view the entire call transcribed into timestamped speech-to-text phrases, clearly showing the dialogue between caller and callee.
You can also search for specific phrases to quickly locate key moments in the conversation.

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Making it easier than ever to locate and review specific parts of the conversation

Click on any timestamped phrase in the transcript, and the audio player will instantly jump to that exact moment in the call recording.

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.

Answering Machine Detection (AMD):

Human – Indicates that a real person answered the call. The system will connect the call to a live agent.

Machine – Indicates that a voicemail or automated system was detected. The call will not be connected to an agent.

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.

Outbound IVR

Track outbound IVR activity in detail, including the IVR start time and the actions taken based on your configuration, such as bridging the call to an agent or disconnecting based on the callee’s input.

Conference

Easily view all conference interactions, including when third-party participants joined or left the call, as well as the duration of each participant’s speaking time.

Transfer

Transfer call details include the destination number, cost, and call duration. Once the transfer begins, the external caller is connected to the third party.

Whisper

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

Hashtag

Hashtags allow agents to mark the start and end of specific call segments based on a chosen topic, such as “offline supervisor escalation.”
This feature enables you to monitor and manage all hashtags applied by agents in real-time, providing valuable context and categorization throughout the call.

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.

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Did you know?

You can play the recording from the moment corresponding to an active timestamp in the event log by clicking on it.