View call history

Prerequisites
  • To view External Contact names in call history: ExternalContacts > Contact > View permission

Both inbound and outbound voice interactions, including calls placed on behalf of a queue, appear in your call history in the Calls panel.  

To see your call history:

  1. From the sidebar, click Calls . 
  2. Click Call History. The Call History icon

All inbound and outbound calls appear in your call history and display the following information:phone number, caller, external contact, and queue, if applicable. Recent calls briefly show how the call disconnected.

To see the call flow within an interaction, click Show You can then call any number related to that call history.

Notes:
  • If there is a related campaign, outbound calls also display the campaign information.Records in your call history are permanent. You cannot delete entries from your history.
  • Genesys Cloud retains your call history for approximately 18 months.
  • Genesys Cloud does not log forwarded calls.
  • For more information about calls, including duration and timestamp information, see the interactions view.