---
title: Call Details
slug: contact-center/gZWD-call-details
docTags: _rZUe5zztsseiWxngJ59_
createdAt: 2025-10-17T07:41:24.465Z
---

# Overview

For Supervisors and Group Managers, the **Call Details** tab is a critical quality assurance and performance monitoring tool located within the **Manage** menu of a Voice Campaign. It provides a complete history and management console for the agents and groups under their supervision.

# How it works

## Core Functionality (Agent Data Access)

Supervisors have all the core functionality of the Agent, applied across their managed teams: viewing scheduled **Callbacks** for their agents, and reviewing the **Call History** of agents or the entire group.

::Image[]{src="https://api.archbee.com/api/optimize/SK2urIgCC2ml99YyqWOSl/u0ftboLJ_z8CS2sMhlagi-20260729-053958.png" size="90" width="1366" height="594" position="center" caption="Figure: Manage Inbound Campaign" darkWidth="1366" darkHeight="594" showCaption="true"}

::Image[]{src="https://api.archbee.com/api/optimize/SK2urIgCC2ml99YyqWOSl/HB-GR6HrSXFIoGQm0CI1P-20260729-053958.png" size="90" width="956" height="1057" position="center" caption="Figure: Filter Call Details" darkWidth="956" darkHeight="1057" showCaption="true"}

**It contains the following filters:**

- User List: Supervisor selects specific users to retrieve call details for.
- Groups (Group Manager): Supervisor filters call details by group and group manager associated with agents.
- Call Type: Filter calls by type, such as OB Manual Dial, OB Auto Dial, Transfer to Phone, etc.
- System Disposition: Filter calls based on system disposition assigned to calls.
- System Generated User Disposition: Filter calls by system-generated user dispositions.
- User Disposition: Filter calls by user-assigned dispositions.
- Filter Groups: Filter data by predefined filter groups.
- Table Filter: Apply filters defined in table view.
- Search Box: Clicking the search icon on any filter opens a search box for keyword search.
- Date Range: Filter calls by date using From and To fields, automatically picking default times.
- Phone Number: Filter by number patterns:
  - Start With: Numbers beginning with entered digits.
  - End With: Numbers ending with entered digits.
  - Exact Match: Numbers exactly matching entered digits.
  - Any Occurrence: Numbers containing the entered digits anywhere.
- Talk Time Duration: Filter calls by duration using specified time range.
- Scored Calls: Filter calls by scored or unscored status.
- Queues: Filter calls by one or multiple queues within a campaign, with search and Select All options.
- Attribute Based: Filter calls by attribute fields mapped in the campaign, using operators such as Contains, Equals, Not Equals, Starts With, Ends With.
- Filter Management: Add or remove multiple attributes, clear filters anytime, and apply or cancel changes.

## Supervisor-Specific Operations

These advanced actions are available when reviewing an agent's Call History:

- **Scoring:** A clickable option allows the Supervisor to provide **scoring/ratings** to the agent's call, typically used for quality assurance (QA).

::Image[]{src="https://api.archbee.com/api/optimize/SK2urIgCC2ml99YyqWOSl/l_8Obo44D6dI18aFqQx48-20260729-054008.png" size="90" width="1366" height="663" darkWidth="1366" darkHeight="663" position="center" showCaption="false"}

- **Data Export:** The Supervisor can **Download** the displayed voicelog data and associated details as a **CSV file** for offline analysis and reporting.

::Image[]{src="https://api.archbee.com/api/optimize/SK2urIgCC2ml99YyqWOSl/4ZLOOSH5N3nu9sSmU_DEk-20260729-054005.png" size="90" width="666" height="467" darkWidth="666" darkHeight="467" position="center" showCaption="false"}

- **Customer Context:** The Supervisor can click to **View CRM** or hover to **View Customer Card** to link call history data to full customer details as filled by the agent.

::Image[]{src="https://app.archbee.com/api/optimize/SK2urIgCC2ml99YyqWOSl/wFYZiOW5wIHiZXmGcKySt_image.png" size="90" width="2930" height="1600" position="center" darkWidth="2930" darkHeight="1600" showCaption="false"}

# Prerequisites

- The Supervisor/Group Manager must be **logged into the Supervisor Console**.
- The user must have **appropriate management permissions** for the specific campaign or process to access its **Manage** tab.
- [VoiceMail](docId\:yuOU_B7DjfwIGpZ2ZyJci) are a separate feature, and the ability to access them is a **licensable feature** for the supervisor.

# Benefits

- **Enhanced Quality Control:** The ability to access **Voicelogs** and apply **Scoring** enables systematic QA reviews and targeted coaching, leading to **higher overall service quality**.
- **Operational Efficiency:** The **Download (CSV)** feature facilitates advanced performance analysis, helping managers identify trends and bottlenecks to **optimize workflows and resource allocation**.
- **Risk Mitigation:** Access to detailed **Call History** and voicelogs provides an irrefutable record of interactions, which is essential for **resolving customer disputes and ensuring compliance** with regulatory standards.

# Use Cases

- **Agent Coaching Session:** A Supervisor filters the Call History for a specific agent, finds low-scoring calls, and uses the **Scoring** and **Listen to Voicelogs** features to prepare specific audio clips for a targeted training session.
- **Handling Compliance Audits:** A Manager uses the **Download (CSV)** feature to export all call records for a specific time period, providing a full audit trail of interactions to a compliance officer.
- **Dispute Resolution:** A customer contacts the call center with a complaint about a previous agent. The Supervisor quickly reviews the agent's **Call History**, listens to the relevant voicelog, and uses **View CRM** to verify the data recorded, resolving the dispute quickly and accurately.