Using Call History

Let's dive into the details.

Call History permissions

What you'll find in Call History depends on your Dialpad permissions. 

• Company admins can see all conversations within their company. 
  • They can also access Ai Summaries and automatic recordings from shared lines (Departments, Contact Centers, and Coaching Teams)
• Office admins can see all conversations within their Main Line, Departments, Contact Centers, and Coaching Teams.
  • They can also access Ai Summaries and automatic recordings from these shared lines.
• Department and Contact Center admins can see all conversations within their respective departments and contact centers.
  • They can also access Ai Summaries and automatic recordings from these shared lines.
• Coaching team coaches can see all conversations for their trainees, as well as their Ai Summaries and automatic recordings.
• Users can see all their own calls and access personal call recordings — they can also access Ai call summaries for these calls.

Types of Call History

Dialpad provides Call History data on two different types of Dialpad interactions:

• Voice Call History: Detailed record of voice calls within the Dialpad app 
• Digital Session History: Detailed record of digital interactions within the Dialpad app
  • Digital interactions include IVR Workflows, and Digital Engagement interactions. 

Access Call History

To access your Call History, head to Dialpad.com

1. Select Call History 
2. Navigate to All Conversations
3. Select the Call History type
   1. Voice: Displays calls.
   2. Digital and workflows: Displays Digital Experience interactions, and IVR workflows. 

Access Ai insights

Call History also provides an overview of Ai insights, such as the conversation's transcript and grade (as long as Dialpad Ai was turned on for the call). To access the call or interaction's full Ai Summary, select the Ai icon beside the interaction.

Set default Call History view

Save time by setting a default view for your Call History page. 

All calls, My calls, or a saved search can be set as your default view.

To set a default view, select the yellow pin icon. 

The next time you return to the Call History page, you'll see your default view first, without having to redo any filters.

After setting the default view, a yellow pin will appear in the top-right corner as confirmation. 

Until you create your own default view, Dialpad will present All Calls for Entire Office as your default screen. 

Customize Call History columns

Customize the Call History table to display only the columns and information that you need. 

To customize your dashboard columns:

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

Call History filters

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

Let's go over the available filter types. 

User or Groups Filter

To filter your data by specific 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.

This filter can be combined with other filters! To add another filter, select Add another user or Add another group in the filter draw and enter another target of the same type.

Date range filter

Filter Call History 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

Accessible data:

• Users on Dialpad Ai Voice (Standard plan) can access data for up to 3 months
• Users on Dialpad Ai Voice, Ai Sales, or Contact Center (Pro and Enterprise plans) can access data for up to 1 year

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

Keyword filter

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

You'll need Dialpad Ai enabled to generate results with any call content filter. 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 

Moments filter

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

You'll need Dialpad Ai enabled to generate results with any call content filter. 

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 

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

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

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. 

Conversation type filter

Use the Conversation Type filter to segment between Dialpad Meetings and calls. 

1. Select Conversation type
2. Choose your call/meeting preferences
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
   

Ai Playbooks filter

Use the Playbooks filter to see which agents are using what playbook. 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 More Filters
2.  Select Playbooks
3.  Select desired playbook(s), or type them in the search bar
4.  Select Apply
   

Saved search filters

Use saved search filters to easily return to specific data sets that you frequently use. 

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 

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.

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 for at least one year. 

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. Go to Inbox, then navigate to the Calls tab and select Option (that's the 3 vertical dots on the far right) then Delete Call.

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