Calls List
Heedify supports call-by-call reporting via the Calls List tab of Analytics, integrated with Microsoft Teams call activity: every call of the selected period on one row, with its outcome, the queues it went through, its transfers, the agents involved and its timers. Use it to check a specific call, explain a number on a dashboard card or follow a customer complaint.
Opening the Calls List
- Open Analytics from the sidebar and select the Entity and the period.
- Open the Calls List tab. It is always present and cannot be removed.
Columns
| Column | What it shows |
|---|---|
| Start time | Date and time the call started, in the selected time zone. |
| Outcome | The outcome of the call: answered, forwarded, quick drop, abandoned or IVR abandon. See Metric Definitions. |
| Direction | Inbound or outbound call. |
| Callback | Requested on the call where the caller asked to be called back; Callback on the call placed to call them back. The color of a callback shows whether it was on time (blue-green), late (red) or had no promised time (grey). From the second attempt, the attempt number is shown (for example · 2). Empty for calls without callback. |
| Caller | Phone number of the caller, or Teams identity for a Teams caller. |
| Type | phone for a caller from the phone network, user for a Microsoft Teams caller. |
| Transferred by agent | The person an agent transferred the call to (last completed transfer). |
| Transferred by flow | The destination the call flow sent the call to, such as a voicemail, an external number or another call flow (last completed transfer). |
| Agent | The agent who answered the call. |
| Queue | The first queue the call entered. |
| Queues traversed | Every queue the call went through, in order, for example Queue B → Queue A. |
| Flow | The call flow that received the call. |
| Wait (s) | Total time the caller waited in queue, in seconds. |
| Duration | Talk time with the agent, in seconds. It is not the total length of the call. |
| Agent Alert Time | Seconds the agent’s phone rang before the agent answered. |
| Queue Entries | How many times the call entered a queue. |
| End Reason | How the call ended. |
| Interaction Type | The channel of the interaction, VOICE for a call. |
| Call ID | Unique identifier of the call. Give it to Heedify support when you report a problem with a call. |
An em dash (—) means the value does not apply to the call, for example Transferred by agent on a call that was not transferred.
Filtering and exporting
- Click the filter icon next to a column name to filter on it. Text columns, such as Queues traversed, find every call that contains the text you type: a queue name finds all the paths that go through it.
- Click Export to Excel to export the calls of the period, with the column filters on screen. The file is prepared on the server, then downloads automatically; a Download Excel button keeps the link, valid 24 hours. Durations are exported in raw seconds, with
(s)in the column name, so the file can be used in pivot tables and formulas. - Clicking a card of the Dashboard tab opens the list filtered on its calls; a banner shows the filter, and Show all calls removes it.
Recordings
When a call was recorded, an arrow at the start of its row expands it to play the recording and, when transcription is on, read the transcript. Only supervisors of the Entity can play recordings. See Recording.
Works with: Microsoft Teams, Teams Phone, Metric Definitions, Recording, Microsoft Excel.
FAQ
Is the Duration column the total length of the call? No. Duration is the talk time with the agent, in seconds. The time the caller waited in queue is in Wait (s).
How do I see every queue a call went through?
The Queues traversed column shows all the queues in the order the call went through them, for example Queue B → Queue A. The Queue column shows only the first one.
What is the difference between Transferred by agent and Transferred by flow? Transferred by agent is the person an agent transferred the call to. Transferred by flow is the destination the call flow sent the call to, such as a voicemail, an external number or another call flow. Both show the last completed transfer.
Can I export the Calls List? Yes. Use Export to Excel to download the calls of the period. Durations are exported in seconds so the file can be used in pivot tables and formulas.