---
title: Call History Report
slug: contact-center/call-history-report
docTags:
createdAt: 2025-10-21T13:01:36.413Z
---
# 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.