Call history and analytics
Call History provides a searchable, filterable log of every call handled by your UltraCart Calls system. Each call record contains comprehensive data: caller information, participating agents, routing path, full timeline, recordings with transcripts, hold and transfer events, AI agent engagements, and cost breakdowns.
Overview
Every completed call generates a call record that captures what happened from start to finish. Call records are assembled automatically when calls end and appear in real time. You can search and filter records by date, agent, queue, direction, disposition, and more. Detailed views include audio playback, transcripts, participant timelines, and financial data.
Call history list view
Navigate to Calls > History to see the call log.
Quick filters
Filter chips at the top provide one-click access to common views:
- Today -- calls from the current day
- This Week -- calls from the current week
- Inbound -- incoming calls only
- Outbound -- outgoing calls only
- Internal -- extension-to-extension calls
- Missed -- calls that weren't answered
- AI Handled -- calls with AI agent involvement
Table columns
| Column | Description |
|---|---|
| Direction | Icon indicating inbound, outbound, internal, or transfer |
| Date/Time | When the call occurred (sortable, newest first by default) |
| From | The call originator -- caller phone number for inbound, agent name for outbound |
| To | The call recipient -- agent name for inbound, phone number for outbound |
| Queue | The queue the call was routed through (if applicable) |
| Duration | Call length in minutes and seconds |
| Disposition | Call outcome badge (see dispositions below) |
| AI | Icon indicating AI agent involvement |
| Status | Current record status |
| Cost | Total call cost in USD (visible to admins only) |
Calls from different calendar days are separated by visual dividers for easier scanning.
Call dispositions
Each call record has a disposition indicating its outcome:
| Disposition | Color | Meaning |
|---|---|---|
| Completed | Green | Call was answered and ended normally |
| Missed | Red | Call was not answered (agent didn't pick up) |
| Voicemail | Orange | Caller left a voicemail message |
| Abandoned | Grey | Caller hung up before being connected |
| Abandoned (queue) | Yellow | Caller hung up while waiting in a queue |
| Active | Blue | Call is currently in progress |
| Failed | Red | Call could not be connected |
Advanced filters
Select the filter button to open the advanced filter dialog with these options:
| Filter | Description |
|---|---|
| Start Date / End Date | Filter to a specific date range |
| Direction | Inbound, Outbound, or Internal |
| Phone Number | Search by caller or recipient phone number |
| Search Term | Free-text search across call records |
| Agent | Filter by a specific agent |
| Queue | Filter by a specific queue |
| Disposition | Filter by outcome (Completed, Missed, Voicemail, Abandoned) |
| Status | Filter by record status (Completed, Active, Queued) |
| AI Handled | Show only calls with AI agent involvement |
Pagination
Results are paginated with configurable page size. Navigate between pages using the pagination controls at the bottom of the list.
Call detail view
Select any call record in the list to open its detail view.
Header
The detail header displays:
- Direction -- Inbound, Outbound, Internal, or Transfer (color-coded chip)
- Caller information -- phone number (clickable) and caller ID name
- Email -- if associated with a customer record
- Queue -- the queue the call routed through
- Status and Disposition badges
- Key statistics -- total duration, wait time, and hold time
If the caller's phone number matches a customer profile, a View Profile link opens the customer record. If no match is found, an Add to Profile button lets you link the call to an existing customer.
Timeline
The timeline section shows the key moments of the call:
- Call Created -- when the call entered the system
- Call Answered -- when an agent connected
- Call Ended -- when the call terminated
Agents
A table listing every agent who participated in the call:
| Column | Description |
|---|---|
| Name | Agent name |
| Role | Primary agent, transfer target, or supervisor |
| Joined | When the agent joined the call |
| Left | When the agent left the call |
| Answered | Whether the agent answered (Yes/No) |
Recordings
If the call was recorded, an audio player appears with standard playback controls. When multiple recordings exist (for example, separate recordings from different segments of a transfer), tabs let you switch between them. Each recording shows its duration.
A Download button saves the recording as a WAV file.
Transcript and AI coach whispers
The transcript section displays the call's spoken content with speaker identification:
- Each segment shows the speaker name, timestamp, and spoken text
- Selecting a transcript segment seeks the audio player to that point in the recording
When AI coaching was active during the call, whisper suggestions appear alongside the transcript. Whispers are time-aligned with the transcript so you can see what the AI suggested in context of the conversation.
If the transcript is still being generated, a "Transcript is being generated..." indicator appears.
Hold events
A table of every hold event during the call:
| Column | Description |
|---|---|
| Start | When hold began |
| End | When hold ended |
| Duration | How long the hold lasted |
| Agent | Which agent placed the call on hold |
Transfer events
A table of every transfer during the call:
| Column | Description |
|---|---|
| Type | Warm or cold transfer |
| From | The agent who initiated the transfer |
| To | The transfer destination |
| Time | When the transfer occurred |
AI agent engagements
Each AI agent interaction during the call is displayed as a card with:
- AI agent name and engagement type (primary or coaching)
- Start and end timestamps
- Whisper count (for coaching engagements)
Within each engagement card, a Tool Calls table shows every action the AI took:
| Column | Description |
|---|---|
| Tool name | The action performed (e.g., order lookup, subscription check) |
| Called | When the tool was invoked |
| Duration | How long the tool call took (in milliseconds) |
| Status | Success or failed |
Selecting a tool call row opens a detail dialog showing the full parameters and result data.
Financial data (admin only)
The financial section shows the cost breakdown:
| Field | Description |
|---|---|
| Call Cost | Telephony charges for the call |
| Transcription Cost | Cost of transcribing the recording |
| AI Cost | Total cost of AI agent engagements |
| Total Cost | Sum of all costs |
Costs are displayed in USD to four decimal places (e.g., $0.0042).
Call pricing data may take up to 15 minutes to appear after a call ends. Records initially show without cost data and update automatically when pricing is available.
Real-time notifications
When a new call record is created, a notification appears in the interface. If you're viewing a call record that receives an update (for example, when pricing data arrives), the detail view refreshes automatically.
Data retention
Call records are retained for 90 days. After the retention period, records are automatically removed. Download recordings and export any data you need before the retention period expires.
Related pages
- Call recording -- recording configuration and controls
- Call transcription -- how transcripts are generated
- AI voice agents -- AI engagements and tool calls
- Permissions and roles -- admin-only visibility for cost data
- Unified platform integration -- customer profile linking