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Call history is your own work. Not the tenant’s and not your team’s — the calls the system can show were yours, newest first.
A call that was never attributed to an agent does not appear here, even if you took it. Where FireTone cannot demonstrate a call was yours, it does not show it to you. That is the safe direction, and it is the same rule everywhere in the panel.

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The list

Filter by date, direction, transport, extension, or the number dialled. The extension list offers every extension in the organisation; picking a colleague’s returns nothing, because the narrowing is still yours. Two row actions: Details and Journey. Playing a recording is a separate permission and a supervisor’s, so there is no player here.

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A call’s own page

Four figures across the top — started, talk time with how long it rang, billed, charged. Everything above them is a measurement; everything below is a record. The call names the direction, the transport, the codec, when it ended, what it was dialled as, and the far end’s answer. Two things on it are worth knowing how to read:
  • Audio is a verdict in words — lost on the network, arrived unevenly. It says “network” rather than “bad audio” on purpose, because that is what it measured.
  • A figure that is absent is not zero. A leg that received almost nothing is scored perfect by the switch, so where there was too little audio to judge, nothing is shown instead of a flattering number.
How the call travelled is the journey: every step it took to reach you. This is the answer to why did this call come to me, and it sits with your own permission because you are the person who asks it. What the call produced lists what came out of it — tickets, a voicemail, what the customer’s record learned. A section you cannot read is left out rather than shown empty, because an empty list would claim the call produced nothing. Where a virtual agent was on the call, its panel appears with what was said. You can read the transcript. Hearing the recording is a different permission from reading a transcript of it, deliberately: searchable text of every word and a person’s recorded voice are different things to hand out.