Calls (Call History)
Find any call your business made or received, listen to the recording, read the AI summary, and download the whole list as a spreadsheet.
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What it is
Calls is your complete phone log. You open it from the sidebar by clicking Calls. The page itself is headed Call History.
Every call gets one row: who called, who answered, how long it lasted, how it ended, the recording, and an AI report of what was said. You can narrow the list with filters, save a filter set you use often, and download the results as a spreadsheet.
Filter bar
Ten filters across the top: date, agent, phone number, status, group, direction, masking, recording, type, plus a Show Blocked switch.
Call table
One row per call, newest first, with clickable customer names that open the client panel.
Recording player
Play, scrub, download or copy a link to the recording without leaving the row.
AI Insights
Turn a recording into a written summary with key points, action items and a suggested next step.
If your company renamed Office Agents or Field Workers to your own wording (Dispatchers, CSRs, Technicians and so on), the filters and columns on this page use your wording instead.
When to use it
- Find one specific call. A customer says they called on Tuesday — type their number into the phone box and you have it.
- Check what was promised. Play the recording, or open the AI summary, before arguing about a price or an appointment time.
- Chase missed calls. The Open missed follow-ups button shows callers nobody has rung back yet.
- Coach your team. Filter to one person with recordings only and listen to a handful of their calls.
- Spot routing problems. A pile of No Answer or Failed calls in one group usually means the routing needs work.
- Hand data to someone else. Export the filtered list to a spreadsheet for payroll, disputes or an outside bookkeeper.
If you want totals, trends and answer rates rather than individual calls, use Call Analytics (sidebar: Call Reports) instead.
Before you start
- You need the Call History permission. An admin turns it on under Settings›Team Roles, in the Communication group, by ticking Call History. Without it, Calls does not appear in the sidebar at all.
- The page opens on today. The date filter starts on Date: Today, not on everything you have ever recorded. A call from last week is not missing — it is outside the range.
- Only recorded calls can be played or summarised. If a call was never recorded, the Recording column shows a dash and the AI Insights column is empty.
- Set up call groups first if you want the Group filter to be useful. See Call Groups.
- Check your local recording laws before you rely on recordings for disputes. Some places require you to tell both people on the call that it is being recorded.
- The three cards at the top (Total, Inbound, Outbound) are for admins only. Everyone else sees the filters and the table.
Step-by-step
Finding a call and listening to it:
- In the sidebar, click Calls.
- Open the first dropdown and pick your period: Date: All Time, Today, Yesterday, This Week, Last Week, This Month, Last Month, This Year, Last Year or Custom Range. Choosing Custom Range adds a Pick date range button next to it with a Start Date and an End Date calendar.
- Type the customer's number into the Phone: filter... box. It matches the number in either direction, so a partial number like the last four digits is enough.
- Narrow further with the other dropdowns if you still have too many rows — see the filter list below.
- Find your row in the table. Rows are newest first.
- In the Recording column, click Play Recording. The button turns into a small player: play/pause, a progress bar you can click to jump, the elapsed and total time, a download button, a copy-link button, and an X to close it.
- In the AI Insights column, click Generate AI to have Joby write up the call, or Open if a report already exists.
How to check it worked
- Make a short test call to your business number, then leave the date on Date: Today. The call should appear at the top of the list within a few seconds — you do not need to refresh the page.
- Check Answered By names the person who actually picked up, and Duration roughly matches how long you talked.
- Click Play Recording and confirm you can hear the call and drag through it.
- Click Generate AI, carry on working, and come back — the button should end up reading Open, and the report should describe the call you just had.
- Type the number you called from into Phone: filter... — that one call should be the only row left.
- Save the filters as a view, change the date, then pick the view again from Saved views. Everything should snap back.
- Click Export to CSV and open the file. The row count should match the "of N calls" number beside the rows-per-page box.
Common mistakes
- Forgetting the page opens on Today. This is behind most "the call is gone" reports. Switch to Date: All Time and search again.
- Leaving a filter applied from yesterday. If the table looks oddly empty, set every dropdown back to its "All" option before you go hunting.
- Expecting blocked or spam calls to show. Show Blocked is off until you turn it on, and spam-marked calls never appear at all.
- Looking for a status of "blocked" in the Status dropdown. It isn't there — blocked calls are controlled by the Show Blocked switch instead.
- Expecting Generate AI on a call with no recording. The button only exists when there is a recording to work from.
- Clicking Generate AI over and over. One click is enough. Extra clicks while it says Generating… are ignored, and it keeps running even if you scroll away or change filters.
- Assuming the export matches the screen exactly. The Type filter and the Open missed follow-ups button are not applied to the downloaded file.
- Expecting transcripts in the spreadsheet. They aren't included — use Copy inside the report window instead.
- Reading "Fwd:" as a person on your team who answered in the app. It means the call was sent out to that person's own phone.
- Running out of AI reports on a trial. Trial accounts get a limited number, and a message appears when you hit the ceiling. Paid accounts that run dry see "Out of credit" — top up under Billing›Credits.
- Not seeing Calls in the sidebar at all. That's the Call History permission. Ask an admin to switch it on under Settings›Team Roles.
- Not seeing the Total / Inbound / Outbound cards. Those three are admin-only. The table below them is the same for everyone.
A recording you expected is missing
Check the call actually connected — a No Answer or Busy call has nothing to record. Then confirm recording is switched on for the route that call took. If it is a very recent call, give it a minute: the recording is saved after the call ends, not while it is happening.
More detail (10)
The filter bar
Every filter starts on "All" except the date, which starts on Today. Changing any filter sends you back to page 1.
- Date — the ten choices listed in the steps above.
- Agent: All — one office agent. This list is searchable, so you can type a name instead of scrolling.
- Phone: filter... — a typing box. Matches the calling number or the number that was called.
- Status: All — Completed, In Progress, No Answer, Busy, Failed, Ringing or Queued.
- Group: All — one of your call groups. Also searchable.
- Direction: All — Inbound or Outbound.
- Masking: All — With or Without. "Masking" means the call went through a private connection number so the customer and the field worker never see each other's real number.
- Recording: All — Recording: Has for calls with a recording, Recording: None for calls without one.
- Type: All — Joby Agent (calls the AI voice agent handled), Dial (calls that rang a person), Queue (calls that waited in a queue), or Voicemail.
- Open missed follow-ups — a button, covered in its own section below.
- Show Blocked — a switch, covered under blocked and spam calls below.
Fastest order to filter a busy day
- Set the date range first — it does the most work.
- Add the phone number if you already know it. That alone usually finds the call.
- Otherwise add Direction and Status.
- Only then start reading rows.
On the right-hand side of the filter card you also get Export to CSV and a rows-per-page box set to 100 (you can change it to 200, 500 or 1000). Beside it, "of 348 calls" tells you how many calls match your filters in total. Page buttons sit under the table when there is more than one page.
Saving a filter set you use every day
The Saved views bar sits just above the filters, so you don't have to rebuild the same combination every morning.
- Set the filters exactly how you want them.
- Click Save view.
- In the Save call filter view box, type a name — for example "Missed calls this month" — and click Save view.
- To use it later, pick it from the Saved views dropdown. Picking Current filters leaves whatever you have set alone.
How you know a saved view is active
Its name appears as a small badge next to "Saved views", and a bin icon appears beside the Save view button. Click that bin to delete the view. Change any filter and the badge disappears — you are back on your own settings and the saved view is untouched.
What each column means
- Direction — Inbound or Outbound with an arrow icon. Calls the AI voice agent handled also carry a small AI badge.
- From and To — the customer's saved name over their number. Click a name to open that client's details in a side panel. A call involving one of your field workers shows a hard-hat icon and their name instead.
- Masking — shows Lead: 1042 for a call connected through a job (click it to open that job), Ext: 214 for an extension, or Outbound Masking. A dash means this was an ordinary call.
- Group — the call group that handled it, if any.
- Call Flow — the routing setup the call ran through, if any.
- Answered By — the office agent's name. Fwd: Mike means it was forwarded out to someone's own phone. For an outbound call it shows who placed it.
- Started — the date and time the call began, in your computer's time zone.
- Duration — minutes and seconds. A dash means the call never connected.
- Status — a coloured badge: completed, in-progress, failed, busy, no-answer, ringing, queued, voicemail or blocked.
- Recording — the Play Recording button, or a dash.
- AI Insights — the Generate AI / Open button. It only appears when the call has a recording.
Some accounts also show a Cost card at the top, a Price column, and a Refresh All Prices button. If you don't see them, your account doesn't track per-call cost on this page.
Playing recordings
Click Play Recording and playback starts on the spot. The first click has to fetch the audio, so the button may read Loading… for a moment on a long call.
What the little player can do
- Play / pause — the left-hand button.
- Jump to a moment — click anywhere on the progress bar.
- Download — saves the recording as an audio file on your computer.
- Copy link — copies a link to the recording so you can paste it into an email or a note. It says "Link copied" when it works.
- X — closes the player and resets it to the start.
Only one recording plays at a time. Opening a second one stops the first.
A good coaching routine: set Recording: Has, pick one person in Agent, set the date to Last Week, and listen to five calls.
AI Insights: reading a call instead of listening to it
The AI Insights column turns a recording into a written report, which is far faster than playing a twelve-minute call.
- Click Generate AI on the row.
- The button changes to Generating…. This runs in the background — you can keep filtering, scrolling and working while it finishes. Long calls take a minute or two.
- When it is done, a message tells you the report is ready and the button becomes Open.
- Click Open to read it.
What's inside the Call Intelligence report
- Importance and Sentiment badges at the top — how urgent the call was, and whether the customer sounded happy.
- A short title, a one-paragraph summary, and the reason for the call.
- + show details opens the long version: Call Details, Key Points, Action Items (who has to do what, and by when), Outcomes, Conversation Flow, and Missing Info.
- A NEXT: bar pinned to the bottom with the single most useful next step.
- Copy at the top right copies the whole report as plain text, ready to paste into a job note or an email.
The report window has tabs across the top: Intelligence for the report, Transcript for the word-for-word text, and Legacy for the plainer summary style used on older calls. For calls the AI voice agent handled, the Transcript tab splits again into Conversation (laid out like a chat) and Raw Transcript.
If generating fails, a red Retry AI button replaces the normal one. Hover over it and it tells you why — out of credit, recording too long, timed out, or the recording could not be fetched. Click it to try again.
Generating reports automatically
Instead of clicking Generate AI on every call, an admin can have Joby write the report by itself as soon as a recording is saved.
- Go to Settings›Joby AI Hub›Intelligence.
- Turn on Auto-generate call intelligence. It saves immediately.
- Under Which Calls, tick the ones you want: Inbound calls, Outbound calls and Masked calls.
- Under Auto-Generate Filters, set a Minimum duration in seconds so ten-second hang-ups don't get written up. Leave it empty or 0 to include calls of any length.
- Still under Auto-Generate Filters, tick the Call groups you care about, or click Use all groups to include every group.
- Optional: under Email Delivery, turn on Email call intelligence reports and Send to organization owner to have finished reports emailed out.
Automatic reports use the same allowance as clicking Generate AI yourself, so set the minimum duration sensibly if you handle a lot of calls.
Open missed follow-ups
Click the Open missed follow-ups button in the filter bar and the table switches to one job: customers who rang, got no answer, and have not been dealt with since. A badge on the button shows how many are outstanding.
A missed call drops off this list the moment either of these happens:
- That number calls back and the call is answered, or
- Somebody on your team calls that number back.
While this button is on, the Status and Direction dropdowns are greyed out and reset to All — the list is inbound missed calls by definition. Every other filter (date, agent, phone, group, masking, recording, type) still applies. Click the button again to go back to the normal list.
Make it a daily habit
Set the date to Today, turn on Open missed follow-ups, and save it as a view called "Call these back". Work the list to zero before you close up.
Blocked and spam calls
Show Blocked
Off by default, so your list stays clean. Flick it on to include calls from numbers on your blocked list — they appear with a red blocked status badge. Calls that were marked as spam are always left out, whichever way this switch is set.
Reviewing blocked calls once a week is a good habit: it catches a real customer whose number was blocked by mistake. Numbers are added and removed under Blocked Numbers.
One more thing worth knowing: a single phone call can involve several internal legs as it rings around your team. The table shows you the one real call, not the internal legs, so the count matches what a customer actually experienced.
Downloading the list as a spreadsheet
Click Export to CSV on the right of the filter card. The button reads Exporting... while it works, progress messages appear for big exports, and the file lands in your downloads folder named with today's date.
What's in the file
Direction, From Number, To Number, Masking Extension, Masking Field Worker Number, Group, Call Flow, Answered By, Forwarded To, Started At, Duration (seconds), Status, Price and Recording URL.
Transcripts and AI reports are not included — copy those one at a time from the report window using its Copy button.
- The export covers every matching call, not just the page you can see, up to 100,000 calls.
- It follows your date, agent, phone, status, group, direction, masking, recording and Show Blocked settings.
- It does not follow the Type dropdown or the Open missed follow-ups button. Those two shape the screen only.
- Stay on the page until it finishes — your browser will warn you if you try to leave part-way through.
On your phone
On a phone the table becomes a list of cards. Each card shows the customer, both numbers, the group or call flow, who answered, the status badge, the length and the time. Along the bottom you get a phone button that calls the person straight back, the recording player, and the AI report button. Pull down on the list to refresh it. All the same filters are there, stacked two to a row.