The Call History section in the Level365 web app provides Office Managers with access to detailed records of organizational call activity. This includes inbound, outbound, missed, extension-to-extension, and off-network calls. The Call History view also offers filtering, reporting, and export tools that can assist with auditing, performance tracking, and identifying trends.
- Sign in to the Level365 web app with an Office Manager (Manage Organization) account.
- From the top navigation bar, select Call History.
This opens the Call History page, where calls can be viewed, filtered, and analyzed based on various criteria.
Call History Home Page
The Call History home page displays all inbound and outbound calls for the organization. Users can search, filter, and view key details such as caller ID, duration, direction, and status. Features like Blocking Numbers for the organization and Scheduled Exports are also accessible from this page.
The Call History view includes several filters to narrow results. Filters can be applied individually or in combination.
- Select Filters in the top-right corner.
- Choose from the available options:
- Date Range - Specify start and end dates (up to 31-day ranges).
- Call Type - Filter by inbound, outbound, missed, extension-to-extension, or off-network calls.
- Number - Filter by dialed number or caller ID.
- User / Department / Site - Limit results to a specific user, department, or site.
- Click Filter to display the filtered results.
Reviewing Call Records
Each record in the Call History includes:
- From Name
- From
- Dialed
- To
- Date
- Duration
Additional Call Information
- Block - Adds the number to the Blocked Numbers list.
- Download - If call recording is enabled this icon will download the audio file.
- Listen - If call recording is enabled this icon will open an audio player on screen.
- Cradle-to-Grave - Displays the complete path of a call, showing each step from start to end.
- Notes - Call disposition feature, allows users to record notes about the conversation for future reference.
Call History and Call Recording Retention
- Call History & Call Center Reports– Records are stored indefinitely and can be viewed or downloaded in 31-day intervals for any date range.
- Cradle-to-Grave Records - Stored for 21 days.
- On-Demand Recordings - Stored for 5 days or up to 100 MB, whichever limit is reached first. Files are automatically overwritten once the threshold is met.
- Automatic Call Recordings - Stored for 30 days by default. Retention can be extended upon request if longer storage is required.
Blocked Numbers
View and manage the list of telephone numbers blocked from incoming calls. For additional information and instructions, see here.
Scheduled Call Reports
Scheduled reports allow call history data to be delivered automatically on a daily, weekly, monthly, or custom schedule. For additional information and instructions, see here.
Exporting Call History
Call records can be exported for reporting or archival purposes. The exported file includes all visible fields and can be opened with the preferred spreadsheet application for further analysis.
- Apply any desired filters first to narrow results.
- From the Call History view, select Export.
- The CSV file will be downloaded to the browser’s Downloads folder.
Best Practices
- Apply filters before exporting to reduce file size and focus on relevant data.
- Use scheduled reports to automatically keep stakeholders and managers informed.
- Download and store exports periodically for record-keeping and archival purposes.
- Review Call History alongside Call Center reports for a complete view of performance and activity trends.
Have questions or need assistance?
Our Support Team is here to help.
Click here to view all contact options and additional resources such as our AI Agent and knowledge base searches.