In the Aircall Dashboard, Admins and Supervisors can use Call History to review detailed call records, investigate specific cases (such as missed or low-quality calls), and export call data for reporting or automations.
Access this section directly from the left-side menu in the Aircall Dashboard in the left-hand menu.
For detailed information about the fields available in Call History, please visit our article Analytics: Call History fields.
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Use the links below to jump straight to the section of this article that is most relevant to you:
Who can access it
The Call History dashboard is available to users with Admin and Supervisor roles.
The data shown may be restricted based on your number and team permissions. Please visit Understanding permissions in Analytics for more details.
Key terminology
For more information about key terms, call attributes, and metrics, refer to the following articles:
You can also find a quick definition of each KPI in its tooltip.
General tips
| Tip | Description |
|---|---|
| Visibility | Visibility depends on user permissions. |
| Tooltips | Hover over the call attributes names for quick guidelines and definitions. |
| Data limits | Displays calls from the past six months only. Call History is updated every 15 minutes but not in real time. |
| Reset filters | Use the Reset button at any time to return to default settings. |
| Records for deleted users | Deleted users, teams, or numbers may still appear in filters to preserve historical reporting accuracy. |
| Expandable columns | • Click the double arrow icon (↔) at the top of certain columns in the table to expand them and show extra details such as Direction, Outcome, Answer, unanswered reasons, IVR and timing fields. • Click the icon again to collapse the columns and simplify the table. |
Filters and settings
For general guidance on using filters, see Analytics: Applying filters.
Quick filters
Use the top-level filters to refine your results by:
Date: Shortcut buttons such as Today, Yesterday, This week and others
Users: The Aircall users who handled calls
Call Type: Direction and outcome
Numbers: One or more Aircall numbers
Click Apply to update the table. You can also click Reset to return to default settings.
All filters panel
For advanced filtering, select All filters to open the right-hand panel.
Options may include:
Timezone
Date or custom date range
Call Type, including calls with AI voice agents
Users
Teams
Numbers
IVR Branches
Customer Numbers
At the bottom of the panel, you will see the number of matching calls, along with Reset all and View results buttons.
Settings: filtering by teams
You can find the filtering by teams options by clicking the wheel icon in the top-right corner of the screen, right after the Export button.
When filtering by teams, choose how to interpret the results:
Users belonging to teams: Includes answered inbound calls and outbound calls handled by users who are members of the selected teams. Missed calls are not included because they are not assigned to a user.
Calls routed to teams: Includes inbound calls, answered or missed, routed to the selected teams through Smartflows. Outbound calls are not included.
Use the view that fits your analysis goal such as What did my sales team do? or What happened to calls routed to the support queue?
Exporting call history data
You can export filtered call data in CSV format for spreadsheets, BI tools, or automations.
Starting an export
Steps:
Set your desired date range, timezone, and filters.
Review the total number of calls shown at the top-right of the table.
Click Export in the top-right corner. The export format is CSV.
After clicking, the button will change to Export in progress until the file is downloaded.
Tip: For large datasets, test your export with a shorter time range such as one day or one week to confirm filters and structure before exporting longer periods.
Tip: If you work with Excel, import the CSV file using comma (,) as the separator.
In Excel, go to Data → From Text/CSV, select your Call History CSV file, and set Delimiter to Comma (,).
Refer to the Microsoft Help Center for more details.
What is included in the export
The export includes one row per call with the same key fields shown in the table, plus additional technical data such as:
Call direction and outcome
Aircall and customer numbers
User and team information
In call duration and timing fields
Call quality and callback details if enabled
AI voice agent and IVR data if applicable
Call ID and Call UUID
Important: If you use exports for automations or reporting, review your integrations whenever export structures change such as new or renamed columns to avoid mapping errors.
For detailed information about the fields available in Call History, please visit our article Analytics: Call History fields.
Call events in Call History
The Call History page displays one row per call from your account for the past six months.
At the top of the page, you will find:
Date shortcuts such as Today, Yesterday, This week
Quick filters for Users, Call Type, and Numbers
A Search by Call ID bar
The Export button
Below the filters, you will see:
The latest update time such as “Updated 23 minutes ago”
A table listing all matching calls
The total number of calls in the top-right corner such as “618 calls”
Call direction and type
Each call row includes a Call Type label and icon that indicate the direction and outcome of the call.
You can filter by one or multiple call types using the Call Type filter.
Key call information in the table
Each row in the table displays essential details about a call. Depending on your configuration, you may see columns such as:
Call Type
User
Number
Customer or Customer number
Started at
In call time
Recording
Voicemail, Notes, Tags
Call quality
Disconnected by
Callback details, Callback failure, Callback pending time
AI Voice Agent Transfer Branch or Entry number
Call ID or Call UUID
Tip: If you have the Call ID or Call UUID, paste it into the Search by Call ID bar to locate that call instantly.
For more information on how to obtain the Call ID or UUID, visit our article Collecting Call Examples (UUID/ID).
Working with individual calls
From the Call History table, Admins and Supervisors can:
Accessing recordings or voicemails
Click the play icon in the Recording column. This opens the call in the Call Details, where you can listen to the recording or voicemail. From this window, you ALSO can copy the recordings, download it or delete it.
Open the full call conversation and call timeline
Click the three dots (⋯) at the end of the row, then select View Call Conversation to see the call timeline, participants, notes, and tags.
For more details, see Analytics: Call timeline.
Note: The call timeline is only available for inbound calls.
Copy the Call UUID
From the three dots (⋯) menu, select Copy Call UUID to use the identifier in support tickets, APIs, or integrations.
Call data FAQs
Why are there strange numbers or no numbers for some inbound calls?
Some callers block their number or use anonymous or withheld caller ID. When this happens, the Customer number may be masked or may not appear at all. This is expected behavior.
Why do my Dashboard data and export data not match?
Exports follow the filters and timezone applied at the time you click Export. Differences usually occur due to:
- Different date ranges.
- Different timezones.
- Filters applied in one view but not the other, for example filters by user, team, number, or call type.
How much data can I export?
From the Dashboard, you can export up to six months of call data and recordings. If you need call data older than six months, contact Aircall Support to review available options.
Why am I seeing unexpected outbound calls in my export or on my Aircall Workpace?
If your IVR forwards calls to an external number:
- Inbound calls forwarded externally appear as outbound calls from the caller’s number to the external number in exports and in the Aircall phone app.
- In the phone app, these may appear as outbound calls from Anonymous.
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