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Overview

Call History is where you review every past call in your workspace. From this page you can:
  • Search transcripts and filter calls (by phone number, agent, squad, status, date, sentiment, and more).
  • See call outcomes at a glance: voicemail detected, data extracted, and call transferred.
  • Export the list to CSV, choosing exactly which columns to include.
  • Open call details to read the transcript, see the summary and sentiment, check extracted data and goals, and review key moments.
  • Listen to and download the call recording.
Use this direct link to open the page: Open Call History
Bookmark the link above if you review calls every day.

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Open Call History

1
In the left sidebar, go to Evaluate.
2
Click Call History.
The table shows one row per call, newest first:

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Filter and search calls

At the top of the page you’ll find:
  • Search transcripts…: type a word or phrase to find calls where it was said.
  • Filter buttons: click one to open its options. You can combine several.
  • Export CSV: download the calls you’re seeing.
Common mistake: Applying too many filters at once can return no results. If the table looks empty, remove one filter and try again.
Call History page with the Search transcripts box, the filter buttons (Phone Number, Call ID, Agent, Squad, Status, and more), the Export CSV button, and the list of calls.

Screenshot: Search transcripts or use the filter buttons to narrow down calls before exporting or opening call details.

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Understand call outcomes (icons)

The Call Outcomes column shows three icons for each call. An icon lights up in color when that outcome happened:
  • Robot icon (green): a voicemail or answering machine was detected.
  • Database icon (purple): the agent extracted data during the call. Open the call to see it in the Extracted Data tab.
  • Phone with arrow icon: the call was transferred to another number or agent.
Gray icons mean that outcome didn’t happen on that call.
To find calls where an appointment was scheduled, use the Appointment filter.

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Export Call History to CSV

You can export the calls you’re currently seeing, including any filters you applied.
1
Click Export CSV.
2
In the Export Call History window, select the columns you want to include. All 27 columns are selected by default.
  • Use Select All or Deselect All to speed things up.
3
Click Export CSV to download the file.
The available columns are:
  • Call details: Call ID, Contact Number, Contact Name, Customer Email, Direction, Status, Duration, Started At, Ended At, Created At, Call Origin, Campaign ID, Ticket ID.
  • Agent: Agent Name, Agent ID.
  • Outcomes: Machine Detected, Appointment Scheduled, Call Transferred, Extracted Data.
  • Call transfer: Call Transfer Duration, Call Transfer Status, Call Transfer Recording URL, Call Transfer Transcription, Call Transfer Number, Call Transfer Agent Name.
  • Content: Recording URL, Transcription.
Export Call History window with Select All, Deselect All, the column checkboxes, and the Export CSV button.

Screenshot: Choose the columns for your CSV file, then click Export CSV.

If you want “all calls,” clear filters before exporting.

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Open call details to analyze a call

Click any call row in the table. The Call Details panel opens. At the top of the panel you’ll find:
  • The call ID. Click it to copy it.
  • Search in transcript…: find a word or phrase in the conversation.
  • Copy: copy the transcript.

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Transcript

The left side shows the full conversation, turn by turn. Next to each of the caller’s messages, a label shows the sentiment of that turn (Positive, Neutral, or Negative) with its score.

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Analysis tabs

The right side has these tabs:
The summary, sentiment, goals, and key moments are generated by AI. As the panel says, they are an AI-assisted analysis — use as a guide.
Call Details panel with the transcript on the left, the Overview tab with the Summary and Metadata on the right, and the recording player at the bottom.

Screenshot: The Call Details panel shows the transcript, the analysis tabs, and the recording player.

In the Key Moments tab you’ll find the most important moments of the call:
Key Moments tab in Call Details, listing moments labeled Question, Small Talk, Commitment, and Frustration.

Screenshot: Key Moments shows who said what, and what kind of moment it was.

Use Search in transcript… to quickly find a specific phrase or moment in the call.

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Download call audio (recording)

The recording player is at the bottom of the Call Details panel. From there you can:
  • Click Play to listen to the call, and use the buttons on each side to skip back or forward.
  • Click the speed button (1.0x) to change the playback speed: 0.5x, 0.75x, 1x, 1.25x, 1.5x, or 2x.
  • Click the download icon on the left to Download Recording.
If you don’t see the player or the download icon, there’s no recording for that call. Recording can be turned off in the agent’s settings.