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Analytics

Call history and chronology

Follow a call from start to finish: initiation, transfers, holds, comments, and assignments in one timeline.

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Voxbi keeps a full record of every call the phone system handles, inbound and outbound, answered and missed. The call history is available in two places: the Voxbi Cockpit gives administrators a system-wide view for routing verification, reporting, and troubleshooting; the Voxbi app gives each user a personal timeline of their own calls, with AI-generated summaries on eligible conversations.

Together these two views give teams a reliable record of what was said, when, and with whom, without relying on manual notes or separate systems.

When you'd use call chronology

  • A team leader reviewing last week's call volume by user or extension to understand how the load was distributed and whether any calls were dropped or went unanswered.

  • A sales or support agent returning to a call they handled yesterday: they open the history, find the call, and read the AI summary to recall the key points before following up.

  • An administrator verifying that a new call flow is routing correctly by checking the source, destination, and timestamps of recent calls through the system log.

How call chronology works in Voxbi

  1. Review calls in the Cockpit or the Voxbi app

    The Cockpit shows all system calls with type (inbound, outbound, internal), source, destination, date, and duration. The Voxbi app shows the signed-in user's personal history, filterable by direction and call type.

  2. Filter and search

    Both views let you narrow by date range, call type, and extension. The Cockpit view also supports free-text search across all call records, which is useful for finding a specific number or tracing a routing path.

  3. Open an AI summary where available

    In the Voxbi app, calls that have been processed by the AI engine are marked. Opening them shows the automatically detected topic, a call summary, recognised keywords (based on terms you define in the Voxbi Cockpit), and AI-generated labels describing the conversation's content.

  4. Call back or add a contact directly

    From the history in the Voxbi app, you can return a call with one click or add an unknown number to your contacts without leaving the screen.

Frequently asked questions

How long is call history retained?

Call history in the Voxbi Cockpit is retained for a defined period, after which records can be exported for offline storage or compliance archiving. Confirm the current retention window with your administrator, as it can depend on your configuration.

What information is recorded for each call?

Each record includes the call type (inbound, outbound, or internal), the source number or extension, the destination number or extension, the date and time the call started, and the duration. Internal calls are logged alongside external calls.

What does the AI summary include?

When an AI summary is available for a call, it shows the automatically detected main topic, a written summary of the conversation's key points, keywords that matched your configured terms, and AI-generated labels categorising the content. Keywords are defined in the Voxbi Cockpit under AI keywords, so you can tailor the detection to topics relevant to your business.

Can a user see calls handled by other people?

In the Voxbi app, each user sees their own call history. System-wide history across all extensions is available in the Voxbi Cockpit, which requires administrator access.

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