Call History Report

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” 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