The call logs page gives you a complete view of your team's conversations. This can be used to review, analyze, and export call data to improve agent performance and reporting.

Steps to review call logs:

1. Go to Call Logs from the main menu. On the left, you can see a list of all conversations, each with a quick summary which includes:

   1. Number used by agent to call

   2. Call type - Inbound, Outbound or Web

   3. Outcome of call

   4. Time of call

2. Select any conversation to view the full transcript. If there’s a recording available, you

   can play or download it using the controls provided.

3. Once a conversation is selected, you can check the right panel for more details such as:

   1. Duration of call

   2. Telephony provider

   3. Agent used to call

   4. Post call analytics

4. Update call’s outcome to provide targeted feedback inside the logs. This helps train your agent for future calls.

5. Give subjective feedback in the notes section and save.

6. Explore additional stats like latency, number of turns, interruptions and check for any variables available during the conversation. These stats are good for technical analysis.

7. Use filters to find specific conversations by agent, outcome, duration, time or by phone number.

Exporting Call Log Reports

Easily create custom reports with the exact data you require for your analysis and records.

Steps to export call log report:

1. Click on the Report option on the top right corner of the Call Logs window.

2. Select your desired date range. You can adjust specific time if required or else leave blank for the entire day.

3. Select filters that you want to apply:

   1. Call direction - Inbound or Outbound

   2. Agent used

   3. Duration

   4. FromNumber and ToNumber

4. Choose which columns to include. Select or remove data points based on what you want.

5. Select Analytics column and decide if you want context variables (for e.g, Name, Lead ID) added to your report.

6. Once all the details are entered, click the download button. Your report will be queues and sent to your email.

7. When you make the report next time, you can use the quick select feature to automatically re-apply filters and columns from your last report.

8. After downloading, you’re redirected to the reports page. Download any report again or duplicate a format by changing the date range.