The call log table

Each row in the table represents one inbound call. The columns are:

• Date & Time — when the call started, shown in your shop's timezone.
• Caller — the caller's phone number.
• Duration — total length of the call in minutes and seconds.
• Outcome — what happened during the call (see below).
• Transcript — a View button that expands the full conversation.
• Actions — for callback requests, a button to mark the caller as contacted.

Calls are shown 25 at a time. Click Load more at the bottom to see older records.

Call outcomes

Reading transcripts

Click View in the Transcript column to expand the full conversation for that call. Each message is labelled as either the Caller or the Agent. Click Hide to collapse it again.

Transcripts are useful for reviewing how the agent handled a call, following up on what a customer asked about, or spotting gaps in your agent's knowledge base.

Callback requests

When a caller asks the agent to call them back, the call is logged with the callback requested outcome and an orange Mark called back button appears in the Actions column. Once you have returned the call, click the button to mark it as done. The button disappears and the Dashboard banner clears once all pending callbacks are resolved.

Filtering by date

Use the From and To date pickers at the top of the table to narrow results to a specific date range, then click Filter. Leave both fields blank to see all calls.