Call Logs

In Admin > Voice > Call Logs, you can view call history, see call details, and listen to call recordings.

Below is a description of each item in the call log:

• ID - the unique call ID. By clicking the ID, the individual log details of that call will be displayed. This includes all the call data below, as well as Twilio data & a log of call participants' actions.
• Date - the date & time the call was made.
• User - the User the call is associated with.
• Callee(s) - a list of the User and Agents that participated in the call.
• From Number - the number the call was made from. Selecting the From Number of a call will insert the number into your Voice dialpad, allowing you to quickly call that number.
• To Number - the number the call was made to.
• Ticket - the ticket associated with the call. Clicking the ticket ID will open the ticket associated with the call log in the Agent interface.
• Type - whether the call was inbound or outbound.
• Duration - how long the call lasted.
• Cost - the fee for the individual call (in USD).
• Status - whether the call was answered or not.
• Record - if a call recording has been saved, you can listen to it or delete it here.

Call Status

Status refers to whether a call was answered by an Agent or not.

• ACTIVE - means that an Agent is currently participating in that particular call (whether inbound or outbound).
• WARM ADD - means that the multiple Agents are currently participating in a call
• WARM TRANSFER - means that a two Agents are discussing a call, while the user waits on hold to be transferred between the agents
• COLD TRANSFER - means that an Agent had been participating on a call, with the caller now waiting to be connect to another agent
• PENDING - means the call is currently waiting to be connected to an Agent.
• FAILED - Twilio's carriers could not connect the call. Possible causes include the destination is unreachable, or the number may have been input incorrectly.
• MISSED - means that a call was not answered by any Agent & no voicemail was left.
• VOICEMAIL - means the call went unanswered by any Agent and the User left a voicemail.
• ENDED - means the call was handled by an Agent and has now finished.