Calls Report

The Calls Report in the Squaretalk Platform gives you a full overview of all call activity in your system.

It helps supervisors and admins track:

• inbound and outbound calls

• answered vs missed calls

• call duration and performance

• agent activity and call outcomes

• call recordings (if enabled)

This guide explains how to use the Calls Report and how to filter results effectively, including the Effective Calls filter.

1. To find the Calls Report, go to the Reports tab in the main menu and select Calls.

You will see a detailed list of all calls with related call statistics, based on your selected date range.

💡Useful Tip 1: Customize your view by setting the date range, organizing the columns with drag and drop, selecting/deselecting the specific columns, or filtering out by groups/queues/call type/answer status/effective calls/etc. 

💡Useful Tip 2: Adjust the timezone if needed so the system displays the data accordingly. (This will not change or impact the server’s timezone set in the Settings → General → System Settings)

What You Can See in the Calls Report

2. The Calls Report includes detailed information on each call, such as:

• source (caller) and destination number/extension

• call type (inbound/outbound/system)

• call status (answered, no answer, etc.)

• call duration & timestamps

• wrap-up status & notes

• agent name & queue details (if applicable)

3. On the right side of the table, check the Actions column for:

1. Listening to the call recording

2. Downloading the call recording

3. AI Assistance: call summary, sentiment analysis, and transcript

AI Summary

The AI Summary provides a short overview of the call, including:

• main topic(s) discussed

• customer intent

• key outcomes or next steps

Transcript

The transcript provides a written version of the conversation recording (if enabled).

📌 Note 1: AI Summary and Transcript availability depend on your plan and configuration.

📌Note 2: Call recordings shown in the Calls Report depend on the extension’s recording settings. If recordings are disabled for a specific extension or call type, those calls will not have recordings available in reports.

📌 To learn how to manage recording settings in detail, see: How to Configure Call Recording Settings. 

What Is the “Effective Calls” Filter?

The Effective Calls filter is used to display only meaningful calls that were actually connected or relevant for reporting, and make sure you remove wrong numbers or immediate hang-ups.

4. To use the filter, locate it at the top of the report in the Filters drop-down menu and click on the edit button to set the min & max duration.

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Create or Edit a Contact from the Calls Report

5. Click on the Source or Destination phone number to create a new contact (if the number does not exist yet) or edit an existing contact.

Done 🎯