Problem
If you have issues finding a specific call, access the Call History section and determine the specific outcome of calls, including dropped calls, unanswered calls, or calls hung up by the customer.
Solution
Access call history
All users can view their call history, but only users with the appropriate permissions can view the call history for the department, contact center, and coaching team.
Go to Dialpad > Call History.
Click the More icon and select the Call journey option.
In the Call History section, you can filter information by:
Users that the call rings to
Selections made in an automated response menu
The caller or agent who ends the call
Departments or call centers the call goes to
Externally transferred calls
The transfer done manually by a user or automatically as part of the routing
Timestamp of any events on the call
