Usage and Access
The Call History report lists call details for all users in a specified date range. The listed calls can be sorted and filtered. Selecting a call shows its journey – how it moved between different destinations in the phone system. You can also view and listen to call recordings.
Access the Call History screen from the Admin Center Menu>Reports>Call History.
Call history records cannot be deleted! Also, be aware that a single call from a hunt group or a call queue that rings multiple agents appears as separate records for each agent.
Select 
to look for call records by the phone number of the caller or the recipient. You can also look for names of caller IDs from inbound callers. However, searching for user names is not fully supported, but you can find calls for a specific user(s) with the Users filter.
With the Go to Analytics button you can switch to and apply the selected date range and filters to the Analytics Dashboard.
Date Range
The Date range field offers predefined date choices – Today, Yesterday, Last Week, etc.
You can also use the Enter a custom date range field to select a date range of your choice. Click the date to enter the date manually with your keyboard or click 
to the start and end date from a calendar.
Exporting Reports
With the 
button you can export a CSV file of the current report selected in the Report Type menu. Calls in the file appear according to the way you have sorted them. All columns (both the ones you selected and the ones you didn't) are included in the file. Each call is also assigned an ID.
Report Type, Columns, and Sorting
Selecting a Report Type
With the Report Type menu you can generate three types of reports:
- Account Call History: Includes all calls and phone numbers for the account.
- User Call History: Only includes calls where a user is the endpoint for dialed or received calls. So for example, an inbound call where the caller hung up when greeted by the main IVR is not included in this report since it did not reach an actual user.
Calls that are transferred, are counted separately! So, when user A receives a call the report counts it once and when the call is transferred to user B the report counts it again as a separate call. - Group Call History: Includes only calls routed to or from hunt groups or queues.
Data Columns
Some data columns are shared between the three report types but most are specific to each report. The "Transferred" column does appear in Account Call History and User Call History but provides different information.
Not all columns are shown by default. Use the 
button to display additional columns or hide existing ones. Use the Reset button to display the default columns of the report.
Shared data columns:
- Direction (Account Call History and User Call History):
This is an icon showing the initial direction of the call. For Incoming calls also indicates the call status.
Incoming Missed calls.
A call is considered a missed call if an agent did not answer or rejected it. A call is also considered missed if the caller hangs up during a voicemail greeting.
Incoming Answered calls. 
Outgoing calls. 
Internal calls. - Status: Shows the eventual status of the call.
For Account Call History and User Call History, the most common statuses are Missed, Answered, Cancel (user hung up while the call was ringing), No answer, Busy/Congested line, or delivered to the user as a Voicemail. For answered calls that were transferred, you may see that it was "Answered by 2 people" (or more).
Group Call History has different statuses– Answered by an agent, Abandoned by the caller (caller hung up), or an Exit status when the call was routed out of the group. Exiting a group can happen after the system tried to ring all group agents, under certain conditions (like too many calls holding), or when the caller dials *. - Date & Time (all three report types): The date and time the call was initiated by a user or was first received on the phone system.
Account Call History data columns:
- Caller Name: The name of the caller. Calls dialed by company users are indicated with a yellow icon of the user's initial (
) while calls coming from external numbers are indicated by a green icon of the caller's initial (
). - Caller ID: Caller ID for the caller's phone number or the user's phone line.
- Dialed Number: The phone number that the caller initially dialed (that is before the call was transferred or routed to other destinations on the phone system).
- Arrived to: The first destination on the phone system to which the call was routed.
You can see other destinations where the call was transferred to under the Call Journey tab. - Duration: Total duration for the call, including ring and talk time.
- Abandoned: Calls hung up by the caller while the call was waiting in a queue or during an IVR greeting.
- Transferred: The number of times the call was transferred (0 value if the call was not transferred.)
- Repeated: The number of calls that were repeatedly dialed from the same number on the same day.
The number of calls in the column is a link. Clicking it will open all calls related to the dialed number.
- Called Back: Calls where the caller requested to be called back, instead of waiting in a call queue (callers request a call back by dialing *.)
The call-back option can be enabled or disabled for each queue under the queue's Call Settings. - Recording: If a call has a recording you can click the
icon to open the Recording tab.
User Call History data columns:
- User: Name and phone line of the user who made or received the call.
- Phone Number: The phone number dialed by the user or the phone number of an external caller who dialed the user.
- Arrived From/To: Where the call originated from before it was received by the user or where it arrived to if the user dialed it.
- Ring Duration: The duration the call rang before it was answered or rejected.
- Talk Duration: The actual talk duration for the call once it was picked up.
- Transferred: What kind of transfer was performed on the call – Blind or Smart Transfer (The difference between the two is explained in the TeleConole call options. ) The field is left empty if the call was not transferred.
- User On Call: For group calls (hunt groups or queue), indicate "Yes" when the user did not pick up a call because he was on another call. All other call scenarios are shown as "No".
Group Call History Columns:
- Group: The hunt group or queue the call was routed to.
- Phone number: The phone number of the caller.
- Agents: The agent who answered the call or "No Answer" if the caller abandoned the call or select to exit the group.
- Answered Level: The number of times a call was cycled through a queue or a hunt group. In other words that is the number of agents the system rang while the caller was holding.
- Wait Time: How long the caller waited in the hunt group or queue before the call was answered.
- Talk Time: The conversation duration between the caller and the agent who answered his call.
Sorting Columns
You can sort the report by the values of any column, except those with phone numbers. Click a column to sort it in ascending order (
) and click it again to sort it in descending order (
).
In the example shown here, the report is sorted by date and time. Note that if you sort by other columns, the system will also display the results, if possible, in chronological order.
Applying Filters
You can use one or several filters to narrow down and refine the report results. Account Call History and User Call History reports have the same filters while the Group Call History report has a different set of filters. The Statuses filter appears in all three reports but has different choices for Group Call History.
The filter toolbar can be shown or hidden with the 
button. If the filter bar is hidden, the filter button will appear with a green dot (
) when filters are applied to remind you some report results are being filtered out.
Select 
on the title of an active filter or Clear when opening the filter to clear your selections or remove all filters by selecting Clear all.
Active filters display the first item selected making them wider and, on smaller screens, you may need to drag the filter toolbar or use its right or left arrows to see filters that were shifted off-screen.
Account Call History and User Call History filters:
- Phone Numbers/Users/Groups: Check the filter choices for which you want to see report results. For example, you can select two filters to show results for specific users in the sales queue.
The available Phone Numbers here are system phone numbers. To find phone numbers for outside callers, try sorting the report by the Caller ID column. - Direction: Select to show Incoming, Outgoing, or Internal calls.
- Status: Select to show calls that were Missed, Answered, or were delivered to the user as a Voicemail.
- Time of day: Use the two sliders or the Start/End drop-down menus to select an hourly range with 15-minute intervals.
- Duration: Use the two sliders or the Start/End drop-down menus to select a call duration range with 5-second intervals.
- Tags:
- Transferred/Not Transferred: Calls that were transferred/not transferred to another user or the call center administrator (using the Active Calls Switchboard or ACD Dashboard).
- Abandoned: Calls hung up by the caller while the call was waiting in a queue or during an IVR greeting.
- Not Abandoned: Calls that were answered by an agent before the caller decided to hang up.
- Repeated/Not Repeated: Calls that were repeatedly dialed from the same number on the same day.
- Recorded/Not Recorded: Calls that were recorded or not recorded. Recording can be accessed and played in the call details tabs (see next).
- Called back/Not called back: Calls where the caller requested to be called back by dialing *.
- Group call/Not Group call: Calls routed to agents from groups (hunt groups or queues) or calls that didn't (dialed or routed directly to a user).
- Contain Transcript/Not Contain Transcript: Automatic transcriptions are available for voicemails (accessed from the Mailboxes screen) and phone calls. This tag refers to call transcriptions that can be viewed in the call details tabs (see next).
- On Call/Not on Call (only available when selecting "User Call History" report type): The "On Call" tag counts users who were already on another call when making or receiving a call. The "Not on Call" filter counts users who were not busy with another call when making or receiving a call.
- Transferred/Not Transferred: Calls that were transferred/not transferred to another user or the call center administrator (using the Active Calls Switchboard or ACD Dashboard).
- Day of month/Day of week/Month of year: Use the
button (additional filters) to access these three filters and select days or months within the time range to show report results for.
Group Call History filters:
- Group Types: Select to show hunt groups, queues, or both (clearing the filter will also show both.)
- Agents: Select which agent to show results for. The difference between the agents and users filters is that the Agents filter only lists users assigned to queues or hunt groups while the Users filter lists all users on the system.
- Groups/Phone numbers: Select which queues, hunt groups, and system phone numbers (dialed by callers) to include in the report result.
- Statuses: Select to show calls that were Answered by an agent, Abandoned by the caller (caller hung up), or an Exit status when the call was routed out of the group. Exiting a group can happen after the system tried to ring all group agents, under certain conditions (like too many calls holding), or when the caller dials *.
- Talk Duration: Use the two sliders or the Start/End drop-down menus to select a range for the duration agents talked with callers.
- Wait Duration: Use the two sliders or the Start/End drop-down menus to select a range for the duration callers waited for an agent to answer their call.
Time of day, Tags, and Additional Filters (Day of month/Day of week/Month of year) are the same as the Account Call History and User Call History.
Call Details
Select any call history record to show its details with two tabs – Call Journey and Recordings.
The 
button lets you copy the web link for the call details so you can share it with another user (the user needs to have a role that allows him to view reports. Roles can be defined under Admin Center Menu>Account>Settings>User Roles & Privileges).
Use 
to print the call journey or save it as a PDF file.
Call Journey
The call journey tab shows how a call moved between different destinations in the phone system, including the duration for each destination and the time and date the call ended.
Call Recordings
The Recordings tab has an audio player for listening to call recordings. You can drag the playhead or use 
and 
to skip back and forth. Change the playback speed with 
and download an MP3 file of the recording with 
.
Enabling Call Recordings
You can enable or disable a user's call recordings feature by going to Admin Center Menu>Users & Phones and expanding the Lines & Devices category. Select 
to edit an existing line and open its settings. Expand the General Info settings and toggle on or off the Enable call recording setting.
Call Transcription
Telebroad's call transcriptions are generated automatically and are AI-powered for optimized speech recognition.
Currently, the feature is in beta testing and can only be activated for you by our support team. Once the feature is enabled, the call details screen will display an additional panel with the transcription of the selected call.
If you want to see transcriptions for voicemails go to the Mailboxes screen.
