The Recent Calls section provides a centralised view of all recent call activities. It allows users to review, search, filter, and manage call records from one place.

1. Recent Calls Header

This indicates that the section is designed for reviewing the account's historical call activity.

Users can use this page to identify:

Who was called
Which number was involved
Which agent handled the call
Whether the call was answered
How long the call lasted
When the call occurred
How long the caller waited in a queue
Whether a recording is available

2. Search

The magnifying glass icon at the top-right is the Search option.

Purpose

It allows users to search for specific call records instead of manually going through the entire call list.

Search can be useful for finding a call based on information such as:

Contact/phone number
Agent
Other available call details

Example

If you want to find all calls involving:

+14085323555

you can use the search option to locate the relevant call record.

3. Archived Calls

Archived Calls is used to store call records that are no longer part of the user's active/recent call view but still need to be retained for future reference.

Instead of permanently deleting a call record, archiving allows the record to be moved out of the main call list while preserving its information.

4. Download / Export

The downward arrow icon represents the Download/Export option.

Purpose

It allows users to export or download call information for further analysis or record keeping.

Exported information may be useful for:

Reporting
Performance analysis
Auditing
Sharing call activity
Maintaining records

The exact export format and fields depend on the application's configuration.

5. Filter

The filter icon on the far right allows users to apply filters to the call records.

Purpose

Filters help users display only the calls that match specific conditions.

Possible filters may include:

Status
Team Member
Phone number
Call Type
Date Range

6. Call Type Tabs

Below the header are five tabs:

All Calls
Incoming
Outgoing
Missed
Voicemail

These tabs allow users to quickly switch between different categories of calls.

All Calls

It displays the overall call history, including different call types.

This is useful when you want a complete view of communication activity.

Incoming

The Incoming tab displays calls received by the business/team.

It can help users review:

Customers who called
Agents who answered
Call duration
Call time
Call status

Outgoing

The Outgoing tab displays calls made by team members to customers or other external numbers.

It can help track:

Outbound calling activity
Agents making calls
Call duration
Call status
Date and time

Missed

The Missed tab displays calls that were not answered.

This is particularly useful for customer-support and sales teams because missed calls may represent customers or potential leads that require follow-up.

Voicemail

The Voicemail tab displays calls where a caller left a voicemail.

It allows users to identify and follow up on messages that require a response.

7. Call Activity Table

The table below the tabs contains the detailed call records.

The screenshot shows columns including:

Contact
Phone Number
Agent Name
Status
Duration
Date & Time
Notes
Queue Wait Time
Call Recording
Additional fields to the right

Let's look at each one.

Contact – Displays the customer or person involved in the call.
Phone Number – Shows the phone number associated with the call.
Agent Name – Identifies the team member who handled the call.
Status – Shows the current outcome of the call, such as completed or no-answer.
Duration – Displays how long the call lasted.
Date & Time – Shows when the call took place.
Notes – Displays any additional information or comments added to the call.
Queue Wait Time – Shows how long the caller waited before being connected.
Call Recording – Indicates whether a recording is available for the call.
Additional Fields – Displays any other relevant call details available in the system.