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 Switcher – All 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.
To stay updated, please subscribe to our YouTube channel.