Sales call recordings and missed calls: where to find them

A missed incoming call is almost always a client who will call a competitor five minutes later. And a sales head who doesn't listen to sales call recordings learns about bad conversations only from lost deals. If missed calls aren't reviewed every day, the business silently loses ad leads it has already paid for.

“Call details” is a log of all calls: who called whom, how the call ended, how long the conversation lasted and how much it cost. It also has the recordings, a link to the client card and export to Excel. There's nothing to set up — the section works right away.

Watch the two-minute video, and below you'll find the step-by-step guide.

Why businesses need it

• Head of sales at an online school: every morning, they open “Yesterday” and pick a manager and conversations longer than a minute. Two or three recordings at 1.5× speed — and the mistakes are clear before the morning meeting.
• Manager KPIs: the number of calls is almost always tied to the number of sales. Pick a period and an “Employee” in “Filters”: the “Total calls” tile shows “Answered”, “Missed” and the total “Duration”. Make these figures an interim KPI — one company got 12% more new clients from such a KPI alone.
• Clinic, salon, car service: “Incoming” and the “No answer” status give a ready list of numbers to call back. The client gets a callback before they go to someone else.
• Real estate: the “Line (DID)” filter shows how many calls a number from Avito or from outdoor advertising has brought. The source of every call from the website is shown by website call tracking.
• Voice bot: the icon next to the status explains why the call ended — an answering machine, silence, the client hung up. You can see where the bot loses clients.
• Finance: the cost of every call and the total for the period. You can see which calls are expensive, for example, forwarding to an employee's mobile.
• Disputes: the client insists they were promised a discount, the manager says they weren't. The recording settles it in a minute — you can download it and send it to the client, and for disputes a year or more later, turn on “Unlimited history storage”. A manager who starts listening to calls regularly often sees for the first time that some salespeople don't follow up, are rude, or take clients for themselves.
• Owner and sales manager: a shift schedule based on real calls. Pick a two-to-three-week period and “Incoming”: the date column shows the hours and weekdays when clients call, and the “Off-hours” and “No answer” statuses show how many calls came in the evening, at night and on weekends. It's easy to count by hour in the Excel export. If many calls fall outside your schedule, shift the working hours or put an AI bot on the line for that time, as described in how to stop missing business calls.

How the call details log works

The page from top to bottom: the filter panel (“Period”, “Saved filter”, the “Filters” button), three summary tiles — “Total calls”, “Incoming”, “Outgoing” — and the “Calls” table. When you open it, only today is shown. There's no “Apply” button: the period applies right away, and the conditions of the “Filters” window apply with the “Done” button.

In the table, each call has a recording, date, type, the client's number, “Line (DID)” (your number the call came to), employee, status, duration and cost. The status is the outcome of the call, shown as a colored tag in the “Status” column.

What do call statuses mean?

The statuses in plain words:

• “Answered” — the conversation took place, and you can listen to the recording.
• “No answer” — the call got through, but nobody picked up. For incoming calls, this is exactly a missed call.
• “Busy” — there was no conversation: the recipient's line was busy or the carrier didn't let the call through. The recording buttons are grey, and their tooltip says “No conversation — line was busy”.
• “Cancelled” — the call was dropped before it was answered.
• “Off-hours” — the call came in outside working hours set by the incoming scheme's schedule.
• “Antibot” — an answering machine picked up, and the system ended the call.
• “Unknown” — the outcome of the call wasn't determined.

Lots of “Busy” and “No answer” on outgoing calls is a reason to check the numbers themselves: why this happens is covered in the article virtual phone number for business.

How to find missed calls and call back

1. 1
   Choose the period

   “Today”, “Yesterday”, “This week” or your own dates in the “From” and “To” fields.
2. 2
   Open “Filters”

   In the “Direction” field, choose “Incoming”.
3. 3
   Tick the statuses

   “No answer”, and optionally “Cancelled” and “Off-hours” too.
4. 4
   Click “Done”

   The “Client” column shows the numbers to call back. The “Open contact card” button takes you to the client card in the CRM.
5. 5
   Save the filter

   Click the bookmark button “Save filter”, enter a name, for example “Missed incoming”, and click “Save”. Next time, just choose it from the list.

To have fewer missed calls, add a backup step to the scheme — this is covered in the article how to stop missing business calls.

Missed calls in the CRM

In the CRM lead list, a row is highlighted if the last call on the lead has the “No answer” status. The mark follows the status of the last call, not whether you have already reached the client. If you talked to them in a messenger or by email, the highlight stays until a new call goes through on the lead. The CRM filter “Missed calls” → “Yes” collects all such leads. If the issue is resolved, open the lead and click “Remove from missed calls” in the “⋯” menu: the lead disappears from this filter. Who gets missed call alerts and where is covered in the article CRM notification settings.

How to listen to a sales call recording

Click ▶ “Play” — the player opens right under the call. The speed button switches between 1×, 1.25×, 1.5×, 1.75× and 2×, and the voice isn't distorted. Clicking the waveform rewinds the recording, and the “Download” button saves the file. Only one recording plays at a time. For the “Busy” status, the buttons are grey — there was no conversation.

Filters and saved filters

In the “Filters” window, you select calls by direction, status, client phone, line, duration, project, employee, autofunnel and funnel stage. There's also a search by “Call id”. The counter on the “Filters” button shows how many conditions are applied.

A saved filter stores the dates too. To apply it to another day, change the period inside the “Filters” window. The quick period buttons on the panel clear the selected filter together with its conditions.

Voice bot calls

Open “Filters”, choose the “Project” and tick the bot in the “Autofunnel” field. The icon before the status shows why the call ended: “The client hung up”, “Answering machine”, “Silence / the client is silent”, “Dialog loop limit” and others. The conversation line by line is viewed in the bot card. Copy the call ID with the “Copy clid” button, then open “Training AI” → “Find a call”. Calls from the last 7 days are available there — this is how reviewing recordings turns into AI voice bot training.

Call costs and export to Excel

The amount in the “Cost” column is a link to the balance details for this call. Only users with “Access to the balance section” can see the column. The table button “Export to Excel” exports all calls that match the filter, not just the open page. The file contains links to recordings, the lead number and “Lead comments” — they include the summary and transcript of AI calls.

Read also: Cloud phone system for business: set up calls and stop losing them, How to train an AI voice bot to answer like your best sales rep, Virtual phone number for business: prices, SIP and a bot number, Post-call survey