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.
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