---
title: "Using Call Journey"
slug: "using-call-journey"
description: "Call Journey records every event within a call and helps you understand how it was handled by Dialpad, allowing you to improve your configuration. "
tags: ["ai contact center", "ai sales", "ai voice", "analytics", "call history", "call journey", "dialpad call center", "Dialpad sell", "dialpad talk", "IVR Step"]
updated: 2026-02-12T22:27:19Z
published: 2026-02-12T22:27:19Z
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.dialpad.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Call Journey

Call Journey is a record of every action a call takes from the moment it accesses the Dialpad software to the moment it ends. You’ll be able to see how each call entered Dialpad and how it routed to different groups or individuals over its lifetime.

It provides insight into missed calls and helps minimize them, ensuring your customers consistently reach a representative and are routed to the right person. Call Journey can also uncover opportunities to improve your system configuration, setting up your customers — and business — for success.

Let's take a look at how to use Call Journey.

> [!NOTE]
> Who can use this
> 
> Call Journey is available to all [Dialpad Connect](https://www.dialpad.com/pricing/#business), [Dialpad Sell](https://www.dialpad.com/pricing/#sales-dialer), and [Dialpad Support](https://www.dialpad.com/pricing/#contact-center) customers on Pro and Enterprise plans.

## Using Call Journey

The Call Journey shows how the call entered your Dialpad system, and there are 2 ways you can access your Call Journey.

### From the Conversation History

To access the Call Journey from your Conversation History, go to your **Dialpad Admin portal**

1. Select [**Conversation History**](/v1/docs/using-conversation-history)
2. Navigate to any call
3. Select **Options** (that's the 3 vertical dots)
4. Select **Call Journey**

[Call-journey](https://app.vidgrid.com/embed/8CHAPC2z4b8o)

### From the in-app Call summary

To view the Call Journey from the Call Summary within the Dialpad App:

1. Go to the conversation
2. In the Call summary, select **More actions** > **Show call journey**

![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/show-call-journey(1).png)

A pop-up will open showing the call events that took place, the routing steps, and ultimately how the call ended.

Some of these events and routing steps include:

- Navigating through an Interactive Voice Response (IVR) menu
- Being transferred to another person, department, or Contact Center
- Being routed by the geographic router or other automated systems
- Being sent to voicemail
- Calls being parked
- Calls being rung/missed/connected/answered
- … and more!

## Definitions

When looking at Call Journeys, you'll notice the following common terms.

| **New Calls** | When a call transfers to a new user or group (Contact Center or Department). This includes manual transfers, IVR transfers, and other routing methods. |
| --- | --- |
| **Call Backs** | Two separate calls linked with the same number. The first call is typically when a customer calls a Contact Center and requests a callback. The second call is when the Contact Center agent called the customer back. In the Call Journey window, you'll see the link between the two calls. |

## Related

- [Using Conversation History](/using-conversation-history.md)
- [Analytics Glossary](/analytics-glossary.md)
- [Make a Call](/make-a-call.md)