Every call associated with a ticket is logged under the Calls tab in the ticket's Updates section. This tab captures internal call details that are relevant to agents and supervisors — such as wait time, hold time, and missed call reasons — but are not part of the customer-facing conversation.

What You'll See

Each call entry displays:

• Contact name — as identified or updated during the call
• Participants — the agent and caller involved in the call
• Call direction and status — shown as labels in the top right of the entry (for example, Incoming Call and Completed, or Incoming Call and Missed)
• Call recording, summary, and transcript — where available, based on your recording and transcription settings

Call Details

Below the recording, each call entry shows a set of metadata fields. Not all fields appear on every call — what is shown depends on the call's direction, type, and outcome.