Call history

Last updated: December 5, 2025

Call History

Call history is the central log of all calls made using your Fluents.ai agents. Learn how to review, filter, and export calls, and how scheduled callbacks fit in.

Call history is where you see everything your agents have done on the phone.

From here you can:

  • Review inbound and outbound calls for all agents

  • Listen to recordings

  • Filter by date, agent, status, or outcome

  • Export call data to CSV for reporting or analysis

  • See and manage scheduled callbacks in a dedicated view

This is your single source of truth for “what actually happened” on calls.

On this page:

Call history

In the Calls → History tab, each row represents a single call your agents handled.

Typical columns include:

  • ID – Internal identifier for the call (useful when working with support or the API).

  • Agent – The agent configuration used for the call.

  • Agent name – A human‑friendly label (for example, an after‑hours or sales agent name).

  • Recording – A play button to listen to the call recording (when enabled).

  • Created at – When the call started.

  • Duration – How long the call lasted.

  • From – The caller’s number (for inbound), or your number (for outbound).

  • To – The number that was called.

  • Status – How the call ended (for example, Ended, Ended (Voicemail), Completed, Canceled).

At a glance, this lets you see which agents are active, how long calls run, and whether they’re ending the way you expect.

Filtering calls

The Filters button opens a panel where you can narrow down the list of calls.

Common filters include:

  • Period – Date and time range for the calls you want to see.

  • Agents – Only show calls handled by specific agents.

  • Statuses – Filter by outcome, such as Ended, Voicemail, Completed, and more.

  • Call ID – Jump directly to a known call by its ID.

  • Contact number – Find all calls to or from a specific phone number.

  • Duration (seconds) – Focus on short calls, long calls, or a specific range.

  • Successful actions – Filter calls where certain agent actions completed successfully.

  • Transcript keyword – Search for words or phrases that appear in the call transcript.

Examples:

  • Review all after‑hours calls this week by selecting the after‑hours agent and this week’s period.

  • Find all calls over 10 minutes to investigate complex or high‑effort cases.

  • Search for calls mentioning “cancel” or “upgrade” using Transcript keyword.

Exporting calls to CSV

Use Export CSV to download call data for reporting, analysis, or compliance.

When exporting, you can:

  • Choose which columns to include (for example, ID, Agent, Agent Name, Start Time, End Time, Duration, Status, From/To numbers, Post‑call result, Provider, SIDs).

  • Reorder the columns to match how you want them to appear in your CSV.

Typical uses:

  • Build custom reports in a spreadsheet or BI tool.

  • Share a filtered set of calls with another team.

  • Keep offline records for auditing or quality review.

The export respects your current filters, so you can export only the calls you care about.

Scheduled calls

In the Calls → Scheduled tab, you see future calls that your agents will make (your agent must the callback skill enable), often as callbacks requested during previous conversations.

You’ll typically see:

  • ID – Reference for the scheduled call.

  • Type – For example, Callback.

  • Created at – When the callback was scheduled.

  • Agent – Which agent will handle the call.

  • From / To – Numbers that will be used.

  • Scheduled time – When the call is planned.

  • Status – For example, Scheduled, Completed, Canceled (Contact Reached).

  • Activity – Recent events for that scheduled call (for example, last attempt time).

Use this view to:

  • Confirm that important callbacks are queued.

  • See which callbacks have already been completed or canceled.

  • Reschedule or manage callbacks as needed (depending on your UI controls).

Common ways teams use call history

A few practical examples:

  • Quality review – Filter by one agent, listen to recordings, and spot areas to improve prompts or settings.

  • Campaign performance – Filter by agent or successful actions to understand how a sales or reminder campaign is performing.

  • Support follow‑up – Search transcripts for specific issues, then follow up with affected customers.

  • Compliance and auditing – Export detailed call logs with IDs, durations, and outcomes for record‑keeping.

Where to go next

Reference: View original documentation