Using Call History

  • 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 Dialpad Talk, Sell, and Contact Center customers on the Pro and Enterprise plans.

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

Users are able to access call history in two places:

  1. From the web portal
  2. From the app 

Web Portal

To access your Call History from the web portal, head to Dialpad.com

Navigate to Call History in the left sidebar.

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If you'd like 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.

Default View

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Users are able to 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.

Multi-Target Filter

Users & Groups

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Filter by User, Office, Department, Call Center, or Coaching Team

 

By default, if you’re an Office or Company Admin, when you first click into your analytics it will be filtered to All Calls for Entire Office. If you are an Individual Team Member, you will see data just for you.

To filter your data by user or group click on the drop-down arrow to search through a list of your users and group lines. You will have the ability to filter for the following:

  • User Calls: show calls from that user both 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): show all calls made by Agents on behalf of those groups; does not include personal calls from those Agents/Operators
  • Coaching Team Calls: show 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.

Additional Filters Available 

Date Range

Call Participant

Admins can use this to search for their calls with a specific contact.

Call Content (Keywords/Moments)

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. 

You can select up to five keywords (separated by commas) and up to five moments to filter multiple entries.

Keywords

  • Agent side: the Operator or your Dialpad Team Member said the keyword(s)
  • Customer side: the customer or your external contact said the keyword(s)

 

Moments

  • Agent side: the moment(s) occurred on the Operator or your Dialpad Team Member’s side of the conversation
  • Customer side: the moment(s) occurred on the customer or your external contact’s side of the conversation

Duration

Choose the length of calls that are filtered into the data.

Status

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Filter for specific calls with the following statuses:

  • Abandoned
  • Canceled
  • Completed
  • Deleted
  • Inbound (Answered)
  • Missed
  • Missed & Voicemail
  • Outbound (Connected)
  • Self
  • Transferred
  • Voicemail

Hour of Day

Choose the hour(s) of the day that the calls were made in.

(Based on the timezone of the current office being used)

Disposition (Call Centers & Coaching Teams)

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

Internal/External Filter

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

 

CSAT

Apply this filter for a glance view of your CSAT responses on your calls! You will have the option to choose:

  • 1 - 5 rating
  • Include Customer Ratings and/or Ai Predicted ratings (if enabled)

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

 

Saved Search for Filters

Easily return to filters that you're often using to analyze call logs. From the Call History menu, filter as usual and then select Save this 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.

Predefined Templates

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

If you select the Plus ('+') icon alongside My Saved Search, you'll see the predefined templates — Celebrate Successes, Coachable escalations, Hard Calls, Confused Customer, and Follow-Up Needed.

Choose a predefined template, then the Call History menu will update to reflect its target and appropriate filters.

Reading Call Logs

Example Entry

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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.

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

Contact Detail

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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?

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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.

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