Call history

The Call History page provides a detailed log of all inbound and outbound calls handled by your agents.

To view detailed information for specific calls:

1. In Agent Studio, select Call History from the sidebar.

2. Use the filter options to find specific calls.

3. The Call History page displays the following information for each call:

   • Direction: Inbound or Outbound

   • Timestamp: Date and time of the call

   • Agent name: The agent that handled the call

   • Campaign name: Associated campaign (for outbound calls)

   • From: Caller ID used

   • To: Number called

   • Duration (s): Call length in seconds

   • Call status: Outcome of the call

     Status	Description
     Completed	The call connected and the conversation finished normally.
     Transferred	The call was escalated to a human agent.
     Partial	The call connected but the conversation did not complete fully.
     No Answer	The call rang but was not picked up.
     Busy	The line was busy or engaged.
     Voicemail	The call reached a voicemail system.

4. Click a call in the list to view its full transcript.

• Analytics: View aggregated performance metrics across agents and campaigns