Call history tracks every call made through the dialer. Analytics give you performance metrics across time periods.
Call history
Viewing history
Call history is available in the dialer sidebar as a scrollable list. Each entry shows:
| Field | Description |
|---|
| Direction | Inbound or outbound |
| Contact | Name and phone number |
| Duration | Call length |
| Outcome | Disposition logged after the call |
| Timestamp | Date and time |
| Status | Final call status |
Filtering
Use the filter bar at the top of the history list:
| Filter | Options |
|---|
| Outcome | All, Connected, No Answer, Voicemail, Busy, Wrong Number, Callback Requested, Not Interested, Qualified, DNC |
| Date preset | Today, Yesterday, This Week, This Month |
| Custom date range | Pick specific start and end dates |
Call details
Click any call in the history to see:
- Call SID (Twilio reference ID)
- Participants (you + the contact, plus any transfer recipients)
- Duration breakdown
- Outcome and notes
- Recording playback (if available)
Recording playback
If call recording is enabled, a player appears on the call detail:
- Play/Pause button
- Progress bar with seek (click anywhere to jump)
- Time display showing current position / total duration
- Only one recording plays at a time — starting a new one pauses the previous
Recordings are fetched from GET /v1/calls/{callId}/recording and played via the browser’s HTML5 Audio API.
Call recording must be enabled in your workspace settings. Recording may require consent notification depending on your jurisdiction — check your local two-party consent laws.
Post-call summary
After each call ends, a summary card appears with:
- Sentiment score — 0-100 badge (green for high, yellow for medium, red for low)
- Summary text — AI-generated description of the call
- Key moments — expandable list of objections, interest signals, questions, commitments, and concerns detected during the call
- Suggested next steps — actionable follow-up items
- Duration — call length
The summary is generated automatically by sending the transcript to POST /v1/coaching/analyze. If it fails, a Retry button appears.
Analytics dashboard
The analytics dashboard shows aggregate metrics across a configurable time period:
Period selector
Choose from: Today, This Week, This Month. The dashboard fetches metrics from GET /v1/analytics/callMetrics?period=X.
Metric cards
| Metric | Description |
|---|
| Total calls | Number of calls in the period |
| Answer rate | Percentage of calls that connected |
| Average duration | Mean duration of connected calls |
| Calls today | Number of calls placed today |
Outcome distribution
A horizontal bar chart showing the count for each outcome (connected, no-answer, voicemail, busy, etc.) with proportional bar widths.
Queue analytics
During and after a queue session, the queue panel shows session-specific analytics:
| Metric | Description |
|---|
| Answer rate | Percentage of queue calls that connected |
| Average call duration | Mean duration of connected calls in this queue |
| Calls per hour | Throughput rate for the session |
| Outcome breakdown | Bar chart per outcome with counts |
Session summary
When a queue completes, a summary section appears with:
- Total calls, answer rate, and total time in one line
- Export CSV button to download the full queue results (contact name, phone, company, outcome, duration, notes for each item)
Quick actions
During or after a call, the quick actions panel lets you:
Add a note
- Click the Note button
- Type your note in the text area
- Click Save
The note is attached to the contact record.
Schedule a follow-up
- Click the Follow-up button
- Select a timeframe: 1 day, 3 days, 1 week, 2 weeks, or 1 month
- Click Schedule
A follow-up task is created with the due date calculated from today.
Quick actions require a contact to be selected. If you dialed a raw number without a contact record, the action buttons are disabled with a tooltip explaining why.
Next steps
