Call Logs Dashboard Overview

The Call Log Page in the Insights section presents a simplified view of all calls made or received. It is designed to help users track and review call activity effectively.

Call Log Fields

Field	Description	Possible Values
Customer Number	The phone number of the end customer or caller who initiated or received the call through the portal. Identifies the person or entity on the other side of the call.	`+91876547XXXX`
DID Number	The phone number assigned to a specific agent or department that received the call. Shows which DID number was dialed to reach the contact center.	`+91123456XXXX`
Duration	The total length of the call, measured from the start ring time to the end of the call.	`hh:mm:ss`
Call ID	A unique identifier assigned to each call. Useful for tracking and referencing specific calls across systems and reports.	`1234.56789`
Solution	The specific call handling method or service used for the call, indicating how it was processed by the contact center.	1.Click-to-Call 2.Dialer 3.Incoming 4.Broadcast 5.WhatsApp
Answered by Agent	The identifier (name or ID) of the agent(s) who answered or handled the call. If unanswered, this field may be blank.	Agent Name or Agent ID
Recording	The audio recording of the call.	Recording Player

📅 Date & Time Filter Panel

The user can select a specific date and time range to filter call logs using the date-time picker. This provides precision in narrowing down the call data.

Features:

From Date and Time: Left-side panel (e.g., May 11, 2025 at 12:12 AM).
To Date and Time: Right-side panel (e.g., June 10, 2025 at 12:12 AM).
Time Selection: Clickable clock icons allow users to set hours and minutes.
Calendar UI: Monthly view for quick navigation.
Apply Button: Filters the call logs based on selected range.

⚡ Quick Actions

Located on the left of the date picker, this list allows users to instantly filter calls based on preset durations:

Last 1 hour
Today
Last 24 hours
Yesterday
This Week
Last 7 days
Last 30 days
Last Month
This Month

These shortcuts improve usability by reducing the effort needed for frequent queries.

🔎 Additional UI Elements

Call ID Search Bar: Lets users search specific call logs using the unique Call ID.
Filter Button: Provides advanced filtering based on multiple parameters.
Export Button: (Top right) Enables downloading the call log data.
Recording Player: Inline players for listening to call recordings.
Pagination Controls: Bottom right for navigating through pages of log entries.
Rows per page Selector: Customize how many log entries are shown per page.

Icons for Call Type:
- Green phone = Answered
- Red arrow = Missed or disconnected

📄 More Detail Page – Call Log Breakdown

🧾 Header Information

Displays the core identifiers and context of the selected call:

Call ID: Unique identifier for the call (1749538725.26XXXX)
Call Status: Indicates final call disposition (e.g., Answered)
Call Solution: Describes the call handling type (e.g., Incoming)
DID Number: Virtual number dialed by the customer (e.g., +91806520XXXX)
Customer Number: Actual number of the caller (e.g., +91892056XXXX)
Timestamp: Date and time when the call took place (2025-06-10 12:28:45)

📊 Field-Level Call Attributes

Field	Description
Direction	Call direction
Hangup Cause	Reason for call termination
Agent Hangup Cause	Details of call disconnection
Total Call Duration	Total time of the call in seconds (e.g., 55s)
Inbound/Outbound Duration	Call split durations showing time in each leg
Reason Key	Additional metadata for the call end reason, if available
SIP Response Code	VoIP signaling status, if applicable
Circle	Telecom circle/region of the caller (e.g., Delhi)
Operator	Carrier used for the call (e.g., Jio)
Notes	Call notes added by the agent (if applicable)
Department	The queue or department where the call landed (e.g., Megha queue On)
IVR, Auto Attendant, Voicemail	Identifies which system components were used during the call (if any)
Bot Duration	Time spent with bot interaction (in seconds)
DTMF	DTMF input captured (if applicable)
Agent Disposition Code/Name	Agent disposition or tagging, if entered
Custom Status	Any custom tags or workflow-based statuses

👥 Agents Involved

This section lists all agents who interacted with the call.

Name	Number	Ring Time	Status
Test	+91884022XXXX	00:00:03	Answered

🔁 Call Flow Visualization

A vertical flow diagram shows each event in the call journey with timestamps:

This helps trace the exact path a call took inside the system.

🎧 Recording Logs

Displays if a recording is available for the call. Playback or download options are usually provided here.

This More Detail Page is essential for supervisors, quality teams, or analysts needing deeper insights into specific call sessions, ensuring transparency and traceability across the contact center.