Reviewing Calls
Working the call list
Finding a particular call, what each column means, filtering by date, campaign and source, and exporting the list to a spreadsheet.
Last updated September 16, 2026
Select Calls in the left-hand menu, then Calls. Every tracked call your organisation has received is here, newest first. The same screen exists inside a tribe, showing only that tribe's calls, which is the version a franchisee sees.
Narrowing the list
At organisation level the only control above the list is a Search box. The date, campaign and source filters described below, and the export, are on the tribe version of this screen — open a tribe and select Calls inside it to reach them.
Inside a tribe, four controls sit above the list, and they combine — set all four and you see only the calls matching every one.
| Control | What it does |
|---|---|
| Search | Matches on the call id and on the numbers and names involved — the caller's number, and the name, number and service the call was answered on. Paste in a phone number a customer has given you and you will find their call. It does not search the caller's name, so search by number rather than by person. |
| Date Range | Last 30 days, Last 90 days, This month, Last month, This year, Last year, or Custom Date Range with your own Start Date and End Date. Choosing All removes the date filter entirely. |
| Campaign | Only calls that arrived on a number carrying that campaign label. This is how you answer "how many calls did the paid advertising produce" — the campaign is attached to the number, not to the call. |
| Source | Where the caller came from before they dialled, when the provider could tell — google, bing, direct, facebook and so on. |
Reading a row
| Column | What it shows |
|---|---|
| Call ID | The call's own reference, which is also what Search matches on. |
| Provider | The call tracking provider the number belongs to. |
| Date | When the call came in. |
| Caller Name | The caller's name, where the provider could tell. |
| Location | Where the caller was calling from, where that is known. |
| Tribe | The tribe the call was attributed to. |
| Source | Where the caller came from before dialling — google, direct and so on. |
| Numbers | Three numbers stacked in one column: Caller, the number they dialled, and Termination, the number the call was passed through to. |
| Status | Whether it was answered. |
| Conversions | Conversions recorded against the call. |
| Duration | How long the call lasted. |
| Outcome / Further Action | How the call ended, from the AI review: Completed / Connected, Asked Customer To Call Back, Message Left, Not Answered, Abandoned, or Other — with the follow-up action underneath. |
| New Customer Score | The handling score for calls from new customers. See the guide on rating calls from new customers. |
| Audio | The recording plays in the row itself, where one exists. The cell is blank when there is no recording. |
| Transcript | Call Transcript opens the transcript. |
| Review | Review Call opens the full AI review of the call. |
| Contact Created / Contact Email Sent | Whether the call produced a contact record, and whether the follow-up email went out. |
A blank New Customer Score is not a score of zero. Calls that were never going to be scored — an existing customer, a wrong number, a supplier, a call nobody answered — are left blank on purpose, so that the average is taken across the calls the score was designed for.
Exporting
Export, on the tribe version of this screen, downloads the calls currently shown with the filters you have set, as a spreadsheet. There is no export on the organisation screen. Set the filters first: the export follows them, so exporting with nothing set will try to take the entire history.