Recent Calls – History Log Report

Recent Calls – A 360° Telephony Audit

From confirmation calls and deposit chasers to urgent on-site updates, voice remains the fastest way to clear up uncertainty. OctopusPro’s Recent Calls report keeps a tamper-proof record of every phone interaction initiated inside the system—so managers can analyse performance, resolve disputes and refine scripts with confidence.


Open the Call History Log

Navigation: Left-hand menu → Reports → History Log → Recent Calls

The grid loads with the newest call on top. Pagination and a search bar allow you to jump to any date or keyword in seconds.

(The old Dashboard > Recent Calls link has been retired. Use the History Log path above for the most up-to-date view.)


Understanding the Call Grid

Column Description Click action
Date / Time Local timestamp when the call started.
Direction Outbound, Inbound, Missed or Voicemail.
Caller / Callee Name pulled from customer or fieldworker profile. Unknown numbers show raw CLI. Opens profile
Ref Booking, Quote, Invoice or Issue the call is linked to (e.g. BOK-101987). Opens record
Duration Talk-time in hh:mm:ss. Missed = 0 sec.
Outcome Answered, No Answer, Busy, Failed or Voicemail left.
Recording (if enabled) Speaker icon links to MP3 playback & download. Play / download
User Staff member who placed or answered the call. Filter

Key toolbar actions

  • CSV / Print – export filtered log for audits or coaching.
  • Dashboard SwitcherAll Dashboard vs My Dashboard to isolate your calls.
  • Search bar – filter by phone number, name or booking reference.

Everyday Workflows & Business Benefits

Scenario Call-log workflow Result
Missed deposit reminder Filter Direction = Outbound, Outcome = No Answer → click number → click-to-call again. Reduces unpaid invoices.
Customer complaint Search booking ID → open call list → listen to recording for tone & promises made. Faster, fair dispute resolution.
QA & training Export yesterday’s calls → supervisors score recordings. Higher service quality & script adherence.
Sales KPI Sort by User → measure outbound call volume and average duration. Data-driven coaching and goal setting.
GDPR / PCI compliance Proof of customer authorisation calls stored with timestamp. Meets regulatory requirements.

Best-practice Tips

Tip Why it matters
Tag outcomes consistently – e.g. mark calls as Callback-Required right after hanging up. Clean data for reporting.
Enable call recording (where legal) for high-value or dispute-prone work. Evidence & training resources.
Use click-to-call buttons in bookings and invoices. Auto-links calls to the right record, saving admin time.
Review missed & failed calls daily and set follow-up tasks. Prevents leads or urgent updates from slipping through.
Combine with SMS history – send a templated SMS automatically when a call is missed. Multi-channel service excellence.

Frequently Asked Questions

Question Answer
Can I delete call logs? Only Admins with “Delete Call” rights; deletions remain flagged in the audit trail.
Are external phone calls captured? Yes, if placed via OctopusPro’s integrated soft-phone or Twilio/SIP connector. Direct mobile calls are not logged.
Do recordings consume storage? Yes; old files can auto-archive to S3 or Azure after X days (configure in Settings → Telephony).
Can I restrict who listens to recordings? Recording playback requires the View Call Recordings permission.

Key Takeaways

  • Single source of truth for every voice interaction.
  • Instant filters & exports for compliance, coaching and productivity tracking.
  • Linked context with bookings, customers and issues in one click.
  • Optional call recordings protect your business and accelerate staff training.

Head to Reports → History Log → Recent Calls now and turn raw call data into actionable insight.

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