- 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.
Call History Permissions
All Users are able to view their own Call History, however, Department, Call Center and Coaching Team call history is accessible only to those with the appropriate permissions.
Let's take a look at who can see what.
Company Admins can see all calls within their company and access automatic recordings from Shared Lines (Departments, Call 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, Call Centers, and Coaching Teams and access automatic recordings from these Shared Lines; they can also access the
Ai Call Summaries for these calls.
Department and Call Center Admins can see all calls within their respective Departments and Call 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 Dialpad.com
Navigate to Call History in the left sidebar.
To access the Ai Call Summary, select the Ai button to the right of the call.
It will only appear if Dialpad Ai was turned on for the call you're seeking to examine.
Select the Save Pin icon in the top-right corner to set a default view for each time they visit the Call History menu.
All Calls, My Calls, or a Saved Search can be set as the 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's columns:
- Select Columns
- Check the boxes beside the desired columns
- Select Apply
Multi-Target User and Group Filter
Get granular with your data by using multi-target filters.
To filter your data by User or Group:
- Select the User or Groups filter
- 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 Call 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 Call Center calls
When a target has been added, you can add another to the filter.
Select Add another user or Add another group in the filter draw and enter another target of the same type.
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 data by a custom date range.
- Select a Date Range
- Choose from a custom date range, or one of Dialpad's pre-sets
- Select Apply
Available date ranges:
- Users on Dialpad Talk (Standard plan) can access data for up to 3 months
- Users on Dialpad Talk, Sell, or Contact Center (Pro and Enterprise plans) can access data for up to 3 years
Call Participant Filter
Admins can filter by the call participants to see data for specific Users.
- Select Call Participants
- Enter the name, email address or phone number of the agent
- Select apply use this to search for their calls with a specific contact
Keyword Filters
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.
- Select Keywords
- Enter up to five keywords (separated by commas)
- Choose who mentioned the keyword (agent, customer or both)
- Select Apply
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.
- Select Moment
- Check the boxes for the desired moment, or type them in the search bar
- 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
- Select Apply
Duration Filter
Use the Duration Filter to choose the length of calls you'd like to view.
- Select Duration
- Slide the toggle to the desired duration
- Select Apply
Disposition Filter
Set up call dispositions, then use this filter to find calls with a specific disposition.
- Select Disposition
- Check the boxes for the desired disposition, or type it in the search bar
- 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).
- Select Hour of Day
- Slide the toggle to the desired duration
- Select Apply
Internal/External Filter
Apply this filter to your call history to drill into internal or external call data.
- Select Internal and External
- Select your preference
- Select Apply
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 |
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- Select Call Category
- Select your preferences
- Select Apply
QA Scorecards Filter
- Select QA Scorcards
- Select the grader
- Select the desired scorecards
- Select the grade
- Enter feedback keywords (single term)
- Enter the date range
- Select Apply
CSAT Filter
Use the CSAT filter to get a quick view of your CSAT responses.
- Select CSAT
- Slide the toggle to the desired score range (within the 1 - 5 rating)
- Decide to include the customer ratings and Ai predictions
- 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.
- Select Source
- Choose your Call/Meeting preference
- Select Apply
Saved Search Filters
Easily return to filters that you're often using to analyze call logs.
From the Call History menu:
- Select your desired filters
- Select Save this Search
- Name the Search
- Enter a description
- Select Save Search
Saved Searches are stored in the My Searches section to 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, open it and 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 menu 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.
- Navigate to My Saved Searches
- Select the Plus ('+') icon
- Select the target (add as many as you'd like!)
- Select the template type
- 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 Call 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(FAQs)
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 the call history?
Not from the Call History menu, but you can switch to the Analytics menu that includes charting data and then export call logs to obtain call history.
Can I delete calls from Call History?
Yes. When you delete a call from Call History and that 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 should be able to see calls when using both the individual's name and coaching team as a filter. To find calls before October 18, 2021, simply search for the individual or the coaching team instead of using both filters simultaneously.