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Conversation details report

The Call Details Report type produces one row per conversation, in chronological order, with exactly the columns you choose. Use it when you need conversation-level data — for compliance exports, spreadsheet analysis, or feeding another system.

What it can include

The report's columns are fully configurable. Beyond the basic metadata (date/time, duration, user, group, caller and called party), you can add:

  • AI analytics columns — Call - Summary, Call - Sentiment Score / Label (overall, agent, and customer variants), Call - Sentiment Details, and Call - Topics.
  • Custom-field columns — one column per custom field, including AI-filled insight fields such as CSAT or Call Reason, each with an optional Explanation column.
  • Evaluation (Auto QA) columns — evaluation score, status, pass/fail, evaluator, agent, feedback, and per-section and per-question breakdowns.
  • Notes columns — note text, authors, timestamps, and counts.
  • Telephony columns — direction, answer/disconnect times, disconnect cause, ACD fields, and platform-specific identifiers.

See the column reference for the complete list.

The report header can show summary totals such as Total Inbound Calls, Total Outbound Calls, and the total duration.

Typical uses

  • A daily export of all conversations with sentiment scores and summaries.
  • A list of every conversation for one client or phone number in a period.
  • An evaluation extract: one row per conversation with its Auto QA score and pass status.

Create one

  1. Go to Reports, click Create, and select Call Details Report.
  2. Configure the columns, filters, and other settings — see Creating report templates.
  3. Run the report for the period you need, then export it if required.