Call History Report

7 min

Overview

The Call History Report provides comprehensive, user-level visibility into all calls — inbound, outbound, manual, or transferred — handled within a campaign.

Unlike summary reports, this report presents granular call-by-call details, where each call may appear in multiple rows if handled by more than one user (e.g., in case of transfers).

It enables supervisors to view each call’s complete journey, including who handled it, transfer paths, call outcomes, and disposition details, giving a 360° view of customer interactions.

Purpose

Use this report to:

Analyze detailed call handling data across all call types and campaigns.

Track call transfers between users and measure multi-agent participation.

Identify hang-up causes, dispositions, and ACW performance for QA and analytics.

Validate customer interaction histories for compliance, training, or audit purposes.

Report Fields

Column Name	Data Type	Definition
#	Number	Row number for each record in the table.
Call ID	String	Unique system-generated identifier for the call. Each call instance is logged with a distinct Call ID.
Call Time	Date & Time	Timestamp indicating when the call began.
Process Name	String	Name of the process (workflow) under which the call occurred.
Campaign Name	String	Name of the campaign associated with the call.
Lead ID	String	Unique ID of the lead through which the call was made.
Lead Name	String	Name of the lead or customer contact.
Phone	String	Customer’s phone number associated with the call.
Customer ID	String	Unique identifier for the customer in the CRM.
Call Type	String	It shows the type of call. It can have any of the following values. inbound.call.dial: It specifies the call that has been dialed in an inbound campaign. outbound.auto.dial: It specifies the call that has been auto-dialed in an outbound campaign. outbound.callback.dial: It specifies the call that is a callback in the outbound campaign. outbound.auto.preview.dial: It specifies the call that has been dialed through Automatic Preview in an outbound campaign. transferred.to.campaign.dial: It specifies the call that has been transferred to this campaign. outbound.manual.dial: It specifies the call that has been dialed manually in an outbound campaign. click.to.call.dial: It specifies the call that has been generated by click on the customer's phone number on its page.
System Disposition	String	Final system-generated outcome or classification of the call.
Hangup Cause Code	String	Telecom provider’s call disconnection code — useful for troubleshooting dropped or incomplete calls.
Hangup Details	String	It shows the hang-up details for this call, which has been provided by the telecom provider. Its possible values are listed hereinbelow. Recovery on timer expiry Temporarily Unavailable Does Not Exist Anywhere Normal call clearing. Normal Unspecified Not Found Call Rejected Resource unavailable, unspecified Requested channel not available Network out of order No route to the destination Interworking, unspecified Service or option not available. Unspecified Circuit/channel congestion Destination out of order Busy Here Valid cause code not yet received Request Terminated Address Incomplete Protocol error, unspecified Forbidden User busy Normal Clearing Subscriber absent Unknown-cause Server Internal Error OK Invalid information element contents Unallocated (unassigned) number Invalid number format No user responding Temporary failure Message not compatible with call state User alerting, no answer Trying
Customer Setup Time	Duration	Duration between when the system initiated the call and when the customer’s phone started ringing. Includes failed attempts (busy, SIT tones). Not applicable for inbound calls. Note: Custom IVR or API execution time (if configured) is also included.
Customer Ringing Time	Duration	Time between the start and end of ringing on the customer’s side.
IVR Time	Duration	Total time the customer spent navigating through the IVR before connecting to an agent or dropping off.
Customer Talk Time	Duration	Total conversation duration between the customer and agent, excluding hold time. Note: This may differ from User Talk Time if multiple users handled the same call.
Customer Hold Duration	Duration	Cumulative duration for which the customer was placed on hold.
Actual Channel	String	The telephony channel used for the call (e.g., SIP, WebRTC, PRI).
Attempt Number	Number	The number of dialing attempts made by the system before connecting the call. Includes both successful and failed attempts.
Association Type	String	Indicates how the call is linked to the user (e.g., primary handler, transfer recipient). Blank for unconnected calls.
User ID	String	Unique identifier of the agent handling the call.
User Name	String	Name of the agent handling the call.
Disposition Code	String	The call disposition selected by the agent after handling the call. Note: Disposition reflects the outcome of the call, whereas Ticket State (if mapped) reflects the CRM workflow stage._
Disposition Class	String	Category or class of the disposition (e.g., Resolved, Callback, Escalation).
Transfer To Agent/Phone	String	Displays the name of the agent or phone number to which the call was transferred. If transferred externally, the destination phone number is shown.
User Setup Time	Duration	Time between the system dialing the agent’s extension and when it began ringing. Not applicable for manual dial scenarios.
User Ringing Time	Duration	Duration the agent’s extension was ringing before being answered.
User Talk Time	Duration	Duration the agent spent actively speaking with the customer.
ACW Duration	Duration	After Call Work (ACW) — The duration spent by the agent performing post-call activities, such as note entry and call disposition.
Call Notes	String	Notes added by the agent during or after the call for record-keeping or follow-up.
Display Phone	String	The phone number format displayed to the agent (e.g., masked format in number masking scenarios).
Unique Identifier	String	Internal reference for the call, used especially when number masking is enabled.
Other Filter Groups	String	Displays names of other filter groups in which the call record is categorized.
Applied Filter Group	String	The active filter group applied to generate the report.
Table Filters	String	The specific table filter configuration applied during report generation.

How to Interpret the Report

Each call may appear in multiple rows if it involved more than one agent — for example, when a call was transferred between users or departments.

The Call ID remains the same across all related records, allowing supervisors to trace a complete call journey, including:

Who handled the call initially and finally

How long each agent interacted

Which user received transfers

When and why the call ended

This report is ideal for deep-dive audits, call flow tracing, and agent-level performance reviews.

Example Use Case

Scenario:

A call enters Campaign X and is handled as follows:

Agent A answers at 10:00 AM and transfers it to Agent B after 2 minutes.

Agent B speaks for 3 minutes and ends the call.

In the Call History Report:

Two rows will appear for the same Call ID — one for Agent A and one for Agent B.

Customer Talk Time = 5 mins (combined),

User Talk Time = 2 mins (A) and 3 mins (B),

Transfer To Agent = “Agent B”.

Example Report

#	Call ID	Call Time	Process Name	Campaign Name	Lead ID	Lead Name	Phone	Customer ID	Call Type	System Disposition	Hangup Cause Code	Hangup Details	Customer Setup Time	Customer Ringing Time	IVR Time	Customer Talk Time	Customer Hold Duration	Actual Channel	Attempt Number	Association Type	User ID	User Name	Disposition Code	Disposition Class	Transfer To Agent/Phone	User Setup Time	User Ringing Time	User Talk Time	ACW Duration	Call Notes	Display Phone	Unique Identifier	Other Filter Groups	Applied Filter Group	Table Filters
1	CALL_10001	2025-10-21 09:05:32	Sales Process	Outbound Auto	LD_3489	Riya Kapoor	+91-9890023456	CUST_203	outbound.auto.dial	Completed	16	Normal Clearing	00:04	00:10	–	02:35	00:10	SIP	1	Primary Handler	AGT_102	A. Mehta	SALE_CONFIRMED	Sale	Raj Kumar	00:03	00:05	02:35	00:25	Customer confirmed purchase	9890XXXX56	UID_9001	High Priority	Default Group	Status=Completed
2	CALL_10001	2025-10-21 09:08:17	Sales Process	Outbound Auto	LD_3489	Riya Kapoor	+91-9890023456	CUST_203	transferred.to.campaign.dial	Completed	17	User Busy	00:05	00:08	–	03:00	00:15	SIP	1	Transfer Recipient	AGT_108	Raj Kumar	PAYMENT_PENDING	Callback	–	00:02	00:04	03:00	00:20	Awaiting customer confirmation	9890XXXX56	UID_9002	High Priority	Default Group	Status=Completed
3	CALL_10002	2025-10-21 10:15:42	Support Process	Inbound Queue	LD_4582	Arjun Mehta	+91-9810022399	CUST_406	inbound.call.dial	Completed	16	Normal Clearing	–	00:07	00:20	04:45	00:30	WebRTC	–	Primary Handler	AGT_112	S. Iyer	QUERY_RESOLVED	Resolved	–	–	00:05	04:45	00:40	Password reset assistance provided	9810XXXX99	UID_9010	Support Group	IT Helpdesk	Queue=Inbound
4	CALL_10003	2025-10-21 11:10:18	Callback Flow	Customer Retention	LD_4930	Sneha Jain	+91-9870056789	CUST_612	outbound.callback.dial	Completed	18	No User Responding	00:03	00:06	–	02:40	–	SIP	2	Primary Handler	AGT_107	R. Verma	CALLBACK_DONE	Callback	–	00:02	00:04	02:40	00:30	Customer confirmed reschedule	9870XXXX89	UID_9015	Follow-up	Callback Group	Campaign=Callback
5	CALL_10004	2025-10-21 12:05:54	Collections	Debt Recovery	LD_5021	Nikhil Rao	+91-9820089123	CUST_721	outbound.manual.dial	Completed	16	Normal Clearing	00:02	00:04	–	05:10	00:45	PRI	1	Primary Handler	AGT_115	P. Singh	PAYMENT_PROMISED	Sale	–	00:01	00:03	05:10	00:50	Customer promised to pay by 25th Oct	9820XXXX23	UID_9021	Collections	Default Group	Queue=Manual

Interpretation

Call ID 10001 appears twice, showing two segments of the same call (handled by A. Mehta → transferred to Raj Kumar).

The Customer Talk Time (2:35 + 3:00) reflects total engagement for that call.

Hangup Cause Code 16 means “Normal Clearing” — a standard successful disconnect.

ACW Duration indicates time spent on post-call wrap-up, which helps measure Average Handling Time (AHT).

The Applied Filter Group and Table Filters show how the report was generated for traceability.

Key Insights from the Report

Metric	Insight
System Disposition & Hangup Cause Code	Diagnose call drops, busy signals, or provider-side issues.
Customer Talk Time vs. User Talk Time	Helps track transfer efficiency and multi-agent call handling.
ACW Duration	Identifies time spent on wrap-up and documentation — key for measuring AHT.
Transfer To Agent/Phone	Monitors internal call routing and escalations.
Call Notes	Qualitative insights into customer interactions.

Best Practices

Use this report with Call Details Report to correlate call activity with performance outcomes.

Filter by Disposition Code or Call Type to analyze specific campaign behaviors.

Compare Hangup Cause Codes to detect recurring telecom or IVR routing issues.

Review ACW Duration patterns to improve agent efficiency and AHT.

Analyze transferred calls for training and skill routing optimization.

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