---
title: Call Details
slug: contact-center/call-details
docTags: 
createdAt: 2025-10-17T07:38:37.453Z
---

# Overview

The **Call Details** feature is located in the Agent Console and serves as the agent's personal hub for managing upcoming customer **Callbacks** and reviewing their **Call History** (past interactions). This feature helps agents maintain an organized workflow and ensures no follow-up is missed.

## How it works

### Callbacks Sub-Tab

This tab shows all customer callbacks that are currently scheduled specifically for the logged-in agent across all assigned campaigns.

- **Dialing:** The agent can click to dial the customer directly from the list. The system then redirects to the Agent Workbench and removes the callback entry.
- **Modification:** Agents can reschedule or delete a callback, but both actions require providing a **mandatory reason** for the change.
- **Filtering:** Agents can apply filters by time range (Today, Tomorrow, Custom Range), phone number attributes, and Unique Identifier (if number masking is enabled).

### Call History Sub-Tab

This tab displays a comprehensive history of calls made or received by the agent.

- **Voicelog Access:** The agent can **Listen to Voicelogs** for **connected calls** only. A media player pop-up allows control (download, volume, pause).
- **Follow-up:** Agents can use the **Click-to-Dial (CTD)** icon next to a number in the history to initiate a manual call or **View Call Notes** left during the original interaction.
- **Filtering:** Agents can filter the list by Campaign Name, Disposition Class/Code, Time Range, and Attribute-Based columns.

## Prerequisites

- The Agent must be **logged into the Agent Console**.
- The Call Details feature must be **enabled** by the administrator for the agent's user role or process.
- **Voicelog Listening** requires the call to be a **connected call**.

## Benefits

- **Improved Customer Satisfaction:** By reviewing **Call History** and notes, agents prevent customers from having to repeat themselves, creating a seamless experience.
- **Personal Performance Improvement:** Agents can **Listen to Voicelogs** of their own calls for self-evaluation and aligning their approach with training standards.
- **Enhanced Organization:** The **Callbacks** feature ensures agents are organized, take ownership of follow-up tasks, and manage their time efficiently.

## Use Cases

- **Post-Call Self-Review:** An agent listens to a voicelog from a complex call they just finished to identify what they handled well and what they could improve on for the next time.
- **Handling Customer Call-Backs:** A customer calls back and references a previous interaction; the agent quickly filters their **Call History** by the customer's number, views the **Disposition Class/Code**, and checks **Call Notes** to get instant context.
- **Managing Follow-Up Queue:** An agent uses the **Callbacks** tab to see all high-priority follow-up calls due that day, ensuring they meet promised customer contact times.