Fieldworker Call Log & Recordings (Admin Portal)

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Fieldworker Call Log & Recordings (Admin Portal)

The Fieldworker Call Log provides a time-stamped history of calls made and received by a specific fieldworker through OctopusPro’s supported phone system. It helps you keep an accurate communication audit trail, improve service quality, and quickly resolve “who said what” disputes using call details and (where enabled) call recordings.

Fieldworker call log and communication flow diagram

On this page

What this is for

Use the Fieldworker Call Log to strengthen accountability and customer service:

  • Quality assurance (QA) & coaching: review real customer calls to improve scripts, tone, and accuracy.
  • Dispute resolution: confirm what was discussed about pricing, access, arrival times, scope, or approvals.
  • Operational follow-up: identify short/failed calls and ensure customers receive a timely call-back.
  • Audit trail: keep a central record of call activity for each team member.

What gets logged (and what doesn’t)

The Call Log is designed to track calls made through OctopusPro’s supported phone workflow (for example, via a connected digital phone system). Depending on your configuration, each entry can include the caller/callee, timestamp, duration, and an audio player for the call recording.

  • Logged calls: calls initiated/received through OctopusPro’s supported calling setup.
  • Not logged: calls made from a personal phone dialer outside the OctopusPro calling workflow.
  • Recordings are optional: recordings appear only when call recording is enabled and supported in your phone system setup.

To set up calling, SMS, and recording options, see: Digital Phone System (Twilio): Set Up Calling, SMS & MMS in OctopusPro.

Where to find a fieldworker’s Call Log

To access the Call Log for a specific fieldworker:

  1. In the Admin Portal, go to Fieldworkers.
  2. Find the fieldworker, open the Actions menu (⋯), then select View profile.

Fieldworkers list: Actions menu with View profile option highlighted

  1. Open the Activity tab.
  2. Expand Call log in the right-side panel.

Fieldworker profile Activity tab showing Call log accordion

Expanded Call log showing call entries and audio playback controls for call recordings

How to review calls and recordings

Inside the Call Log panel, each row represents a call. If a recording is available, you’ll see an audio player in the Call Record column.

  • Play a recording: click the play button (▶) to review the call.
  • Scrub and adjust volume: use the timeline and speaker controls in the player.
  • Download (where available): some players include a menu (⋮) that lets authorised users download the recording.

Tip: If a call shows null duration (or very short duration), it may indicate the call did not connect, was missed, or ended immediately.

Understand the Call Log fields

The exact columns can vary by configuration, but typically include:

Field What it means How it’s used
Caller The person/line placing the call (often the fieldworker). Confirm which team member initiated the call.
Callee The recipient (customer/contact). Verify the correct customer/contact was called.
Duration Connected talk time (may be blank/null if not connected). QA, call-back tracking, and performance monitoring.
Time Date/time of the call (based on your account/business timezone). Cross-check against booking timelines and events.
Call Record Audio playback controls when recording is available. Review conversations, resolve disputes, and coach staff.

Depending on your phone setup, you may also see additional details such as call direction (inbound/outbound), call status (answered/missed), call notes, or transcription indicators.

Search, filter, and export (where available)

Many call log views support tools to help you find the right call quickly. If available in your interface, you can:

  • Search by customer name/number.
  • Filter by date range to review a specific period (for example, “last 7 days” or a custom range).
  • Export to CSV for reporting or deeper analysis.

If you want an account-wide view of recent calls across all users (with reporting filters), use: Recent Calls – History Log Report.

Call Activity History Log

Common use cases

Scenario How the Call Log helps
Customer disputes what was agreed Review the call details and recording (if available) to confirm what was discussed.
Missed calls and call-backs Identify short/failed calls and ensure customers are contacted promptly.
Training and onboarding Use real calls to coach best practices, compliance language, and customer handling.
Service quality and process improvements Spot recurring call topics (access issues, ETA questions, pricing clarifications) and update scripts, templates, or workflows.

Permissions, privacy, and best practices

Call logs and recordings can contain sensitive personal information. For best practice:

  • Restrict access by role: only authorised roles should view call logs/recordings.
  • Get consent where required: call recording laws vary by country/state—use appropriate consent language and follow local requirements.
  • Keep data secure: treat downloaded recordings as confidential, store them safely, and share internally only when necessary.
  • Define a retention policy: keep recordings only as long as you need for operations, training, or compliance.

Useful permission references:

Troubleshooting

  • No calls appear in the Call Log: confirm calls are being placed/received through OctopusPro’s supported phone workflow (not external/personal dialers). Also confirm your phone system is connected. See: Digital Phone System setup.
  • No recordings appear: confirm recording is enabled in your phone system settings and supported in your configuration.
  • You can’t see the Call Log panel: your user role may not have access. Review your permissions in: RBAC permissions.
  • You need a full communication audit trail: pair Call Logs with SMS/Email history and customer communication logs. See: Customer Communication History.

Customer Communication Log and History

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