Call Logs & Recordings
Call Logs & Recordings shows what happened after a customer dialed or your team placed a call. Use it to confirm outcomes, review the caller journey, investigate failures, coach agent behavior, and follow up with the right context.
Navigation: Open Phone → Call Logs & Recordings.
Choose a call view
Use the tabs to view All Calls, Voice Agent calls, or PBX calls. A notice appears when you are viewing archived calls from deleted agents.
Search and filter calls
Search by phone number or agent name and filter by status:
- Completed — the call finished normally;
- Failed — the call could not complete;
- In Progress — the call is still active or awaiting a final status.
You can also open calls from an agent’s recent-calls action or from a campaign.
Review a call
Review a call when you need to understand the customer’s experience rather than relying on a status alone. Open it to inspect its status, participants, agent or flow, duration, and time. Depending on the call and your access, you may also see:
- recording playback;
- transcript;
- inbound-flow journey;
- actions taken during the call;
- quality feedback.
Use the flow journey to see which routing steps were followed. A transcript may be unavailable for a short, failed, or unrecorded call.
Add quality feedback
Quality feedback turns a specific call into a clear improvement signal for your team. Use it to record whether the outcome was acceptable and why. Be specific about the behavior to improve, such as an incorrect fact, missed handover, or unclear confirmation.
Delete a call record
Delete only when permitted by your organization’s retention policy. Deletion can remove access to the recording, transcript, and troubleshooting evidence. Confirm the exact call ID before proceeding.
Troubleshoot call activity
A recent call is missing
Clear filters, switch to All Calls, and refresh. Confirm the correct workspace and approximate call time.
A recording or transcript is unavailable
The call may not have connected, recording may not have been enabled for that route, or processing may still be underway.
A call is stuck in progress
Refresh after a short wait. If the status does not settle, record the call ID and time for support rather than starting repeated test calls.