Call Logs & Recordings
Search every call your AI agents and team make or take, listen to recordings, read transcripts and summaries, and export.
Created: September 16, 2026
Updated: September 16, 2026
Overview
The call log includes AI phone agent calls (inbound, outbound, batch, and web), plus softphone and desk phone calls — shown with the member's name followed by (Softphone).
Where to Find Call Logs
- AI Phone Agents → Call Logs
- CRM → Admin → Phone → Call Logs & Recordings
- Phone → Admin → Call Logs & Recordings
All three show the same list, based on your permissions.
Search & Filter
- Search Call Logs — matches phone numbers, call ID (e.g.
C-1234), disposition, status, AI agent name, or member name and extension. - Select Date & Time — choose Pick one Date or Filter by Range, with optional start and end times, then Apply. With no date picked, all calls are shown.
- Ask AI — type requests like "Calls longer than 5 minutes" or "Group by agent" to filter, sort, or group the grid.
- Click a column header to sort, or drag a column to group by it. Reset clears everything.
Columns
| Column | Shows |
|---|---|
| Call ID | Call number, e.g. C-1234. |
| Agent | AI agent or member, with an icon for web, inbound, or outbound. |
| From Number / To Number | Phone numbers (WEB for website calls). |
| Disposition | The call outcome. |
| Date / Duration | When and how long. |
| Recording | Play, download, and delete. |
| Overview | Summary and Transcript buttons, and live or error status. |
Transcripts, Summaries & Recordings
- Transcript — the full conversation (caller in green, agent in blue). Adjust text size or Export as a text file.
- Summary — an AI summary, call information, and any Data Collected by the agent. Also exportable.
- Recording — ▶ plays in a player with a waveform or live visualizer; ⬇ downloads either the complete recording (with welcome message) or the original recording (conversation only).
When Recordings Appear
Recordings usually appear within a minute or two after the call ends, but can occasionally take up to an hour. Softphone calls may show processing until the recording is ready.
Listening to Live Calls
AI agent calls in progress show a 🎧 In Progress badge. Click it to listen live; click Stop Listening & Close when done. For live coaching of human agents in queues, see Call Center.
Export
- Filter the list to the calls you want.
- Click Export.
- Choose CSV, EXCEL, or PDF, and Filtered records or All records.
- Optionally tick Include Transcript, Include Summary, and Include Data Content.
Deleting & Privacy
- Organization admins (or members with call log write permission) can delete a recording with the 🗑 button.
- Members whose calls should stay private can be hidden from the call log by an admin in Phone Settings → Member Phones; only they see their own calls.