Call Logs
Call Logs
The Call Log page is your detailed record of every call that flows through the AgentTech Dialer platform. Whether you need to find a specific call, review a recording, check a transcription, or analyze patterns across thousands of calls, this page gives you the tools to do it all — with powerful filters, sortable columns, and quick-action buttons that put everything within reach.
This guide covers every feature on the Call Log page so you can search, filter, review, and manage your call history like a pro.
---
Page Layout Overview
When you open the Call Log page, you'll see a well-organized layout designed for both quick lookups and deep analysis:
- Header bar — Contains the Agency selector dropdown (for multi-agency accounts) and a stats display showing four key metrics at a glance.
- Date range display — Shows the currently active date range for the data below.
- Collapsible filters toolbar — A comprehensive set of filters you can expand or collapse to refine your view.
- Call log table — The main data table listing every call with sortable columns, recordings, and action buttons.
Header Stats Display
The header bar shows four real-time stats for the current filter selection:
| Stat | Description |
|---|---|
| Total Calls | The total number of calls matching your current filters. |
| Avg Duration | The average call duration across all matching calls. |
| Answer Rate | The percentage of calls that were answered (not missed or abandoned). |
| Missed | The total count of missed or unanswered calls. |
These stats update automatically whenever you change your filters, giving you an instant summary without scrolling through the table.
---
Filters Toolbar
The filters toolbar is collapsible — click it to expand the full set of filter options, or collapse it to maximize your table view. This toolbar gives you granular control over which calls are displayed.
Search
The Search input field lets you search by phone number. Type a full or partial phone number and the table will filter to show only calls matching that number (either as the caller or the destination). This is the fastest way to find calls associated with a specific contact.
Direction Filter
The Direction dropdown lets you filter calls by their direction. The options are:
- All — Shows all calls regardless of direction.
- Inbound — Shows only incoming calls. When you select Inbound, you can further filter by subtype:
- Direct — Calls routed directly to an agent or extension.
- Legacy — Inbound calls from older routing configurations.
- Outbound — Shows only outgoing calls. When you select Outbound, you can further filter by subtype:
- Conference — Outbound calls that were part of a conference or multi-party call.
- Transfer — Calls that were transferred to an external number or another destination.
- Legacy — Outbound calls from older dialing configurations.
- Internal — Shows calls between agents or internal extensions within your organization.
The direction subtypes are especially helpful when you need to analyze specific call flows. For example, filtering to Inbound > Queue lets you focus exclusively on calls that came through your queue system, while Outbound > Dialer shows only automated dialer-placed calls.
Status Filter
The Status dropdown filters calls by their completion status:
- All — Shows calls in every status.
- Completed — Calls that were answered and ended normally.
- In Progress — Calls that are currently active (still connected).
- Missed — Calls that were not answered, including abandoned or timed-out calls.
Agent Filter
The Agent dropdown lets you select a specific agent to see only their calls. This dropdown lists all agents in the selected agency. Choose an agent to filter the entire table to their calls only.
> Note: If you're logged in with an agent-level role, this filter is hidden — you'll automatically see only your own calls.
Queue Filter
The Queue dropdown lets you filter calls by the queue they were associated with. Select a specific queue to see only calls that routed through it. This is useful for comparing volume and performance across different queues.
Disposition Filter
The Disposition dropdown lets you filter by a specific call disposition. Select a disposition (such as "Sale," "Not Interested," "Callback Requested," etc.) to see only calls with that outcome. This is extremely useful when you need to review all calls that resulted in a particular outcome.
Disposition Category Filter
The Disposition Category dropdown provides a broader filter based on disposition categories:
- All — Shows calls with any disposition category.
- Positive — Calls with positive outcomes (sales, enrollments, successful contacts).
- Negative — Calls with negative outcomes (not interested, do not call, wrong number).
- Follow Up — Calls that require a follow-up action (callback requested, send information, etc.).
- Neutral — Calls with neutral outcomes (voicemail, no answer, busy).
This is a great shortcut when you want to analyze overall outcome trends without filtering by individual dispositions.
Billable Only Checkbox
Check the Billable Only checkbox to hide non-billable calls and show only calls that meet your billable criteria. This is useful for billing reconciliation and revenue analysis.
Date Range Filters
The From and To date input fields let you define a custom date range for the call log. Select your start and end dates to narrow the results.
If you want to see all calls regardless of date, check the All Time checkbox. When All Time is checked, the From and To date inputs are disabled (grayed out) since they're no longer applicable.
Filter and Reset Buttons
- Filter — Click this button to apply all your selected filter criteria and refresh the call log table.
- Reset — Click this button to clear all filters back to their defaults and show the full, unfiltered call log.
Active Filter Badges
When you have active filters applied, you'll see filter badges displayed below the toolbar. Each badge shows the name of the active filter and includes a remove (×) button. Click the × on any badge to remove just that one filter without affecting the others. This makes it easy to incrementally adjust your filters without starting over.
---
Call Log Table
The main call log table is the heart of this page. It displays every call matching your current filters in a sortable, easy-to-scan format.
Table Columns
| Column | Description |
|---|---|
| Direction | An icon indicating the call direction (inbound, outbound, or internal). The icon gives you a visual cue so you can scan the column quickly. |
| Caller's Number | The phone number of the caller (for inbound calls) or the originating number (for outbound calls). |
| Call Destination | The number or destination that was called — this could be a queue number, an agent's extension, or an external phone number. |
| Call Path | Shows the routing path the call took through your system, helping you understand how the call was handled. |
| Date & Time | The date and time the call was initiated, displayed in your account's timezone. |
| Duration | The total length of the call, displayed in a human-readable format (e.g., "4m 32s"). |
| Status | The call's completion status (Completed, In Progress, or Missed). |
| Disposition | The disposition assigned to the call by the agent (if applicable). |
| Recording | If a recording is available, you'll see a Play button to listen to the recording directly in your browser, and a Download link to save the recording file to your computer. |
| Actions | Action buttons for the call (see below). |
Sorting
Click any column header to sort the table by that column. Click the same header again to toggle between ascending and descending order. A small arrow indicator will show the current sort direction.
Common sorting patterns:
- Sort by Date & Time descending to see the most recent calls first.
- Sort by Duration descending to find your longest calls.
- Sort by Status to group all missed calls together.
---
Action Buttons
Each row in the call log table includes action buttons in the Actions column. The available actions depend on the call's properties:
View Details
Available for all calls. Click View Details to open a detailed call information panel that shows comprehensive data about the call, including routing information, timestamps, agent notes, and more. This gives you the full picture for any individual call.
View Transcription
Available for calls with recordings that are 30 seconds or longer. Click View Transcription to view the automatically generated text transcription of the call. Transcriptions are invaluable for quality assurance, coaching, and reviewing exactly what was said during a call without having to listen to the entire recording.
Compliance Check
Available for calls with recordings that are 30 seconds or longer. Click Compliance Check to run or view a compliance analysis of the call. This evaluates the call against your compliance criteria and highlights any areas of concern. Use this for regular quality assurance audits and to ensure your agents are following required scripts and disclosures.
---
Conference Calls
Conference calls (multi-party calls) have a special display treatment in the call log. Instead of a single row, conference calls appear as expandable group rows.
How They Work
- The main conference call row appears in the table with an expand button (typically a chevron or plus icon).
- Click the expand button to reveal the participant leg rows — individual rows for each participant in the conference.
- Each participant leg row shows that participant's phone number, duration, join/leave times, and other details.
- Click the expand button again to collapse the group and hide the participant rows.
This structure lets you see both the high-level conference call information and the details of each individual participant's connection without cluttering the main table.
---
Billing Override Modal
For calls that require billing adjustments, you can access the Billing Override Modal. This modal lets you manually adjust the billing status and cost of a call.
Modal Layout
The modal displays 3 cards, one for each billing context:
| Card | Description |
|---|---|
| Publisher Queue | Billing settings for the call as it relates to the publisher's queue. |
| Global Queue | Billing settings for the call in the context of global (shared) queues. |
| Regular Queue | Billing settings for the call's standard queue billing. |
Each Card Contains
- Billable checkbox — Check or uncheck to toggle whether the call is considered billable in this context.
- Cost input — Enter or adjust the cost amount for this billing context.
Additional Fields
- Notes textarea — Add a note explaining why the billing override was made. This is important for audit trails and future reference. Always include a clear reason for any override.
- Delete Override button — If a billing override was previously applied and you want to revert to the original billing, click Delete Override to remove the custom settings.
---
Set Disposition Modal
The Set Disposition Modal lets you change or assign a disposition to a call after the fact. This is useful when:
- An agent forgot to set a disposition during the call.
- A disposition needs to be corrected (e.g., a call was mistakenly marked as "Sale" when it should have been "Callback Requested").
- A supervisor needs to update a disposition based on additional information.
Modal Fields
- Disposition dropdown — Select the correct disposition from the list of available dispositions configured for your account.
- Notes textarea — Add a note explaining why the disposition was changed or set. This creates an audit trail so you can track who changed what and why.
---
Tips for Working with Call Logs
- Use direction filters to separate inbound and outbound analysis. Inbound and outbound calls have very different characteristics and benchmarks. Filter to one direction at a time for more meaningful analysis. Use the subtypes (Queue, Dialer, Conference, etc.) to get even more specific.
- Filter by disposition category for quick outcome analysis. Instead of looking at individual dispositions, use the Disposition Category filter to quickly see all positive outcomes (sales, enrollments) or all negative outcomes (not interested, wrong number). This gives you a high-level view of your success rate.
- Use the Billable Only checkbox for billing reviews. When reconciling invoices or reviewing revenue, check Billable Only to focus exclusively on calls that count toward billing. This removes noise from short calls, internal calls, and other non-billable activity.
- Listen to recordings of long calls. Sort by Duration descending and listen to your longest calls. These are often your most successful sales conversations, and they can provide excellent coaching material for other agents.
- Check compliance on 30+ second calls regularly. Make it a habit to run Compliance Check on a sample of calls each week. This proactive approach helps you catch issues early and maintain high standards across your team.
- Use active filter badges for quick adjustments. Instead of resetting all filters and starting over, use the × button on individual filter badges to remove just one filter at a time. This lets you incrementally broaden or narrow your search.
- Review conference call details. When analyzing multi-party calls, always expand the conference group to see individual participant legs. This helps you understand the full call flow, including who joined, when, and for how long.
- Document billing overrides. Whenever you use the Billing Override Modal, always fill in the Notes textarea with a clear explanation. This protects your team and ensures that any billing adjustments can be understood and justified later.
- Set dispositions promptly. Use the Set Disposition Modal to clean up calls that are missing dispositions. Accurate disposition data is critical for your reporting — missing dispositions can skew your conversion rates and make your reports unreliable.
- Combine multiple filters for precision. The call log filters are designed to work together. Combine Direction + Status + Date Range + Agent to zero in on exactly the calls you need. For example: "Show me all missed inbound queue calls for Agent Smith in the last 7 days."
Last updated: February 24, 2026