Using Call History
  • 28 Nov 2023
  • 8 Minutes to read
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Using Call History

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  • PDF

Article Summary

Call History provides great insight into every minute of your calls.

From the call history menu, admins and users can:

  • View records of all Dialpad calls
  • Filter for specific offices or users as well as dates and times
  • Review call details such as date/time, direction, the initial point of entry, and access call recordings and voicemails (personal calls only)

Let's take a look at the call history menu in Dialpad.

Who can use this feature
Call history is available to all Dialpad Ai Voice, Ai Sales, and Ai Contact Center customers.
If you'd like to schedule your call recording report, you'll need to be on a Pro or Enterprise plan.

Call history permissions

All users are able to view their own call history, however, department, contact center, and coaching team call history are accessible only to those with the appropriate permissions.

Company admins can see all calls within their company and access automatic recordings from shared lines (departments, contact centers, and coaching teams)— they can also access the Ai call summaries for these calls.

Office admins can see all calls within their main line, departments, contact centers, and coaching teams and access automatic recordings from these shared lines — they can also access the Ai call summaries for these calls.

Office admins cannot access call recordings, or Ai summaries, for calls on personal lines, or for calls that were manually recorded by the user. 

Department and contact center admins can see all calls within their respective departments and contact centers and access automatic recordings from them — they can also access Ai call summaries for these calls. 

Coaching team coaches can see all calls for their trainees and access automatic recordings — they can also access Ai call summaries for these calls.

Users can see all their own personal calls and access personal call recordings — they can also access Ai call summaries for these calls.

Access call history

To access your call history, head to

  1. Navigate to Call History in the left sidebar 
  2. Select the Ai button beside the call
    • You'll only see this option if Dialpad Ai was turned on for the call 
  3. Select the Pin icon to set a default view  

All calls, my calls, or a saved search can be your default view.

Once you've set a default view, a yellow-colored pin appears in the top-right corner to indicate the default view is launched.

To customize your dashboard columns:

  1. Select Columns 
  2. Check the boxes beside the desired columns
  3. Select Apply


Multi-target user and group filters

Get granular with your data by using multi-target filters.

To filter your data by user or group:

  1. Select the User or Groups filter
  2. Enter the desired users and group lines 


You can filter for the following:

  • User calls: shows calls from that user, both as an individual and as an agent/operator for a group they belong to
    • You can filter this further by any group they belong to
  • Groups calls (department, main line, or contact center): shows all calls made by agents on behalf of those groups
    • Does not include personal calls from those agents/operators
  • Coaching team calls: shows all individual calls made by the team members, excluding contact center calls

You can add another to the filter when a target has been added. 

Select Add another user or Add another group in the filter draw and enter another target of the same type.


Only departments and contact centers can be filtered simultaneously. For example, you cannot filter for a department and a coaching team at the same time. 

The restrictions are as follows:

  • Multiple departments, contact centers, or mainline
  • Multiple coaching teams
  • Multiple users (+/-group)
  • Single office or company

For office or company admins, your default view is All Calls for Entire Office

If you are an individual team member, you will see your data only.

Date range filter

Filter the data by a custom date range. 

  1. Select a Date Range
  2. Choose from a custom date range, or one of Dialpad's pre-sets
  3. Select Apply


Available date ranges:

Call participant filter 

Admins can filter by the call participants to see data for specific users.

  1. Select Call Participants
  2. Enter the name, email address, or phone number of the agent
  3. Select apply use this to search for their calls with a specific contact



This filter only applies to calls, and not to Dialpad Meetings.

Keyword filter

Filter calls by specific keywords to easily understand the tone of the call.

With any call content filter, you'll need Dialpad Ai enabled to generate results. Additionally, this type of filter is not supported if you've searched multiple targets. 

  1. Select Keywords
  2. Enter up to five keywords (separated by commas) 
  3. Choose who mentioned the keyword (agent, customer, or both)
  4. Select Apply 



If you search for two keywords, it will return calls in which both keywords were mentioned on the same call.

Moments filter

Filter by Custom Moments to efficiently understand the tone of the call. 

With any call content filter, you'll need Dialpad Ai enabled to generate results. Additionally, this type of filter is not supported if you've searched multiple targets. 

  1. Select Moment
  2. Check the boxes for the desired moment, or type them in the search bar
  3. Choose who mentioned the keyword 
    • Agent: the moment(s) occurred on the operator or your team member’s side of the conversation
    • Customer: the moment(s) occurred on the customer or your external contact’s side of the conversation
  4. Select Apply 


  • Moments filter is not supported when filtering by multiple targets.
  • If you search for multiple moments, it will only return calls in which all moments were triggered on the same call.
  • Only moments that have been triggered on a call are displayed and can only be triggered on calls after being created.
Duration filter 

Use the duration filter to choose the length of calls you'd like to view.

  1. Select Duration
  2. Slide the toggle to the desired duration
  3. Select Apply 


Disposition filter

Set up call dispositions, then use this filter to find calls with a specific disposition.

  1. Select Disposition
  2. Check the boxes for the desired disposition, or type it in the search bar
  3. Select Apply 


Hour-of-day filter

Filter calls by the hour(s) of the day that they were created. This is based on the timezone of the current office, not the user.

  1. Select Hour of Day
  2. Slide the toggle to the desired duration
  3. Select Apply 


Internal/External filter

Apply this filter to your call history to drill into internal or external call data.

  1. Select Internal and External
  2. Select your preference 
  3. Select Apply



Deleted and self-calls are not included in internal or external calls. 

This filter does not apply to Dialpad Meetings.

Call category filter

Use the call category filter to easily separate between inbound, outbound, and handled calls, as well as the call status type.

Calls are further broken down into the following sub-categories:

Inbound Calls Outbound Calls Handled Status 
  • Answered
  • User-Initiated
    • Connected
    • Cancelled
    • Outbound Parked
    • Outbound Unparked
    • Outbound Manual Transfer
  • Handled Calls 

  • Inbound Parked
  • System Initiated
    • Callback Attempted Connected
    • Callback Attempted Unconnected
    • Callback Attempted Cancelled
  • Canceled
  • Inbound Unparked
  • Self
  • Completed 
  • Transferred Message
  • Self-group
  • Deleted
  • Spam
  • Unanswered
    • Missed
    • Abandoned
  • Callback
    • Callback requested
  • Voicemail
    • DTMF voicemail 
    • In queue voicemail 
    • Direct to voicemail 
    • Missed call voicemail 
  • Transferred
    • Inbound manual transfer
  • Transferred

  1. Select Call Category
  2. Select your preferences
  3. Select Apply

Ai Scorecards filter

Use the Ai Scorecards filter to view graded calls, and dive into the details such as who graded the call, the date range, and more. 
  1. Select Ai Scorecards
  2. Select the grader 
  3. Select the desired scorecards 
  4. Select the grade
  5. Enter feedback keywords (single term)
  6. Enter the date range
  7. Select Apply 
Please note, you must have QA Scorecards enabled on your call center to use this filter. 

CSAT filter

Use the CSAT filter to get a quick view of your CSAT responses. 

  1. Select CSAT
  2. Slide the toggle to the desired score range (within the 1 - 5 rating)
  3. Decide to include the customer ratings and Ai predictions
  4. Select Apply 


Please note, you must have Ai CSAT and Customer Satisfaction Surveys enabled on your call center to use this filter. 

Source filter

Use the source filter to segment between Dialpad Meetings and calls. 

  1. Select Source
  2. Choose your call/meeting preference
  3. Select Apply 


Call Purpose Category filter

Use the Call Purpose Category filter to easily find calls based on their Call Purpose Category.

  1. Select More Filters
  2. Select Call Purpose
  3. Choose the desired Call Purpose Categories
  4. Select Apply


If the call date is prior to August 2023, you will not see the Call Purpose filter. However, you can still filter by Call Purpose Categories using the Moments filter. 

If you don’t have access to the call summary but you do have analytics access, you can still filter by Call Purpose; you just won’t be able to access the call itself. 

Saved search filters

Easily return to filters that you're often using to analyze call logs.

From the call history menu:

  1. Select your desired filters
  2. Select Save this Search                     
  3. Name the Search
  4. Enter a description
  5. Select Save Search 

Saved searches are stored in the My Searches section on the left side of the call history menu.

You can always see the full list of saved searches and select one to open it.

If you'd like to delete a saved search

  1. Select from My Searches
  2. Select the Trash icon in the top right corner
     Saved search also offers edit and reset options if you decide to make any changes.

Keep in mind that saved searches in the call history do not carry over to the analytics menu.

Search templates

Saved searches are available in predefined templates, too, that can be used as-is or customized to build a new saved search quickly.

  1. Navigate to My Saved Searches
  2. Select the Plus (+) icon
  3. Select the target (add as many as you'd like!)
  4. Select the template type
  5. Select Save

Your call history menu will update displaying the appropriate filters and targets.

Reading call logs

Entries in the call history menu will display the call status, start date and time, duration, disposition (for contact centers), and access to controls such as the call recording or call review.

Example entry

Hover over a user or target to reveal details including the name, phone number, and target type.

Contact detail

Contacts are phone numbers outside of Dialpad who called or were called by a User or Target within your Dialpad company.

  • Contact types indicate whether the contact source was a third-party contact service (e.g. Google, Microsoft), or your local address book (e.g. from your mobile phone).


Frequently asked questions 

Can I search for more than one user or group at the same time?

You can search for a user within a group. For example, if you are filtering your Finance Department group, you can filter for agent Jon Doe as well.

How far back will this data go?

Call records of your company’s entire history are accessible.

Can I export call history data?

Not from the call history menu, but you can switch to the analytics menu that includes charting data and then export your call logs to obtain call history.

You might need to contact Customer Support to have this functionality added to your account. 

Can I delete calls from the call history?

Yes, but only from the app. Once a call is deleted in the app, it'll take 24 hours for the deletion to disappear in your web call history.

I don't see any calls in call history when I filter for both an individual and a coaching team. Why?


As of October 18, 2021, you can see calls using both the individual's name and the coaching team as a filter. To find calls before October 18, 2021, search for the individual or the coaching team instead of using both filters simultaneously.


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