Introducing Call History report
To access Call History report, go to the Reports tab, and click on Call History in the sidebar on the left.
How to display Call History for all account
By default, Call History shows the chronology of all account’s inbound calls for the selected period. You can filter this list by clicking on columns’ titles.
This report provides the following information about your inbound calls on tracking numbers:
- Date and time of the call;
- Caller number;
- Tracking number: Name of the tracking number dialed by the caller;
- Dialed number: Dialed tracking number;
- Redirection number: Number set behind a tracking number to transfer incoming calls;
- Answered: Call status (Answered or not);
- Call duration: Call duration including ring and talk duration;
- Talk duration: Phone conversation duration, as the call was transferred and answered by the called party;
- Records such as voice messages or call recording if the option is enabled. You can listen and download these records in your Call History;
- Call details.
By default, the first page displays the most recent 200 calls. To see the next 200 calls, you can navigate with the arrow buttons located at the top, next to the Filter field.
How to display Call History for a tracking number
To display Call History for a single tracking number, choose your tracking number in the selector at the top right. Then your Call History will be filtered for this tracking number only.
In the Call History of a tracking number, you can see and filter inbound calls in the same way than for the whole account.
The metrics displayed for one tracking number’s Call History also remain the same than for the whole account (date and time, caller number, tracking number, …).
By default, the first page displays the most recent 200 calls. To see the next 200 calls, you can navigate with the arrow buttons located at the top, next to the Filter field.
How to filter Call History
By default, Call History shows inbound calls in chronological order (from most recent to oldest). You can filter the report with the field and the selector at the top right.
Type an expression in the Filter field to see only inbound calls related to this expression. You can also bring your mouse on All Calls button and then select Anwsered Calls or Missed Calls to filter your Call History by these criteria.
If you have enabled and configured custom fields, you can also filter your Call History by these fields. Select the values to apply in filtering at the top right.
How to customize Call History report
In Call History, you can select the columns to display in your tables. Click on the gear button on the right, and then select the columns titles to display (or deselect the columns to hide). Then click Save.
How to export your Call History
For any given period, you can export your Call History for in an Excel format.
To do this, click on Export at the top right.
Select if you want to save the .xlsx file on your computer or open it directly. In this file, each line stands for an inbound phone call. Here is the data you can find for each call:
UUID (Universally Unique Identifier): Call’s unique ID
Session: Call session identifier
Start date: Date of call’s start, displayed as MM-DD-YYYY (Month-Day-Year)
Start time: Time of call’s start, displayed as HH:MM:SS (Hour:Minutes:Seconds)
Start timestamp: Date and time of call’s start in timestamp format (number of seconds since January 1st, 1970)
End date: Date of call’s end, displayed as MM-DD-YYYY
End time: Time of call’s end, displayed as HH:MM:SS
End timestamp: Date and time of calls’s end in timestamp format
Tracking number: The name given to your tracking number
Custom fields (optional): If you added custom fields, one column per field will appear here
Answered: Indicates if the call was answered (Yes) or not (No)
Duration: Call duration in seconds
Ring duration: Ring duration in seconds, before the called party answers the call
Talk duration: Phone conversation duration, as the call was transferred and answered by the called party
Dialed number: Dialed tracking number in international format
Caller number: Caller’s number in international format
Redirection number: The number set behind a tracking number to transfer incoming calls
Termination: Cause of end of call:
- Caller : the call ended because the caller hung up
- Application: the call ended because the application disconnected
- Transfer: the call ended by a transfer demand
Last transfer number: Redirection number of the last transfer demand. This field can be empty.
Last tag: Last tag of the call. This field can be empty.
Record URL: This column indicates the download URL for conversations when conversation recording option is enabled.
Traffic source: The traffic source associated with this tracking number.
Referrer: The first page a visitor lands on your website. This field can be empty.
Landing page: The page where a visitor lands after clicking on an ad banner. This field can be empty.
Last visited page: The last page a visitor viewed before leaving your website. This field can be empty.
