Call Activity Report

Overview

Call Activity gives you a single view of every call your account made or received, no matter which system placed it — an agent dialing manually, an inbound call from a customer, an automated IVR outbound call, or an auto-dialer campaign calling a contact list. Before this report existed, campaign call volume and agent-dialed call volume lived in separate places, making it hard to answer a simple question: "how many calls did this agent really make?"

To access it, go to Reports → Call Activity in the left sidebar. The report defaults to the last 30 days and can be filtered by agent, direction, origin, provider, date range, disposition, and whether the call was successfully matched to a CRM record.

Understanding Call Origin

Every call is tagged with one of four origins so you can immediately tell real agent activity from automated volume:

• Agent-Dialed — a human agent placed the call manually from the console.
• Inbound — a customer called in.
• IVR Outbound — a single automated outbound call placed through IVR (not part of a campaign).
• Auto-Dialer Campaign — part of an outbound calling campaign dialing a contact list. These show the campaign name so you can trace volume back to a specific campaign.

Filtering

• Agent — see only calls placed or answered by a specific agent.
• Direction — Inbound or Outbound.
• Provider — the underlying telephony provider (Twilio, SkySwitch, RingCentral, Zoom Phone, Teams Phone, Comcast, GoTo Connect, Vonage, or Intermedia).
• Date range — 7, 30, 90, or 365 days.
• Disposition — the call outcome code (e.g. answered, no answer, failed, opted out).
• CRM Match — whether the call was successfully associated with a customer/CRM record (Associated) or not (Unassociated). An Unassociated call may need manual linking from the call detail view.

Why auto-dialer campaign calls only appear on page 1

Auto-dialer campaign calls are sourced separately from agent-dialed/inbound/IVR-outbound calls today, so they are merged into the very first page of results only — paging to page 2 and beyond shows the primary call history without them. The Summary tiles at the top always include both sources in their totals, and the pager shows the combined count so nothing is hidden, only deferred to page 1.