Who can use the call log?
- Included in the Unlimited gear package.
- Included in the Light switch package when the Analytics add-on service is purchased.
What is the call log?
The call log is a tool where you can find all information about your organization's calls.
You can search calls for both users and response groups .
Call log features:
- Search & filter calls
- Share logs and recordings
- Archive call logs
- See statistics overview
- View call details
Accessing the call log
- All users : can see their own call log.
- Agents in a response group : can see all calls belonging to the group.
- Supervisors : have access to all groups they manage.
Access to the statistics overview
- You can see the statistics overview for the response groups you are a member of.
- A supervisor and administrator see the overview of all groups they manage.
Search access
- Searching in response groups you are not a member of : requires the Telephony System permission and membership in the Full Search and Playback permission group.
- Search all users in the organization : also requires the Telephony System permission and membership in the Full Search and Playback permission group.
Call log storage
You can control how long call logs are saved in the system. The setting applies to all customers and determines how long history remains in the call log.
How to find the setting
- Go to Organization Settings
- Click on Telephony System
- Select Call log
How the retention period works
The retention period determines how long call logs are saved before they are automatically deleted.
- The default setting is 12 months.
- You can choose to shorten or extend the storage time
Important to consider
If you shorten the storage period , for example from 12 months to 6 months:
- All call logs older than 6 months are deleted immediately
- Deleted data cannot be recovered.
If you instead extend the storage period , for example to 24 months:
- New call logs will be saved further in the future
- History is built up gradually over time
FAQ
What happens on June 2, 2026?
The new default setting of 12 months will take effect. Call logs older than 12 months will be automatically deleted unless changed.
Can we recover deleted call logs?
No. Once call logs are deleted, they cannot be recovered.
How do we change the storage time?
Go to:
Organization Settings → Telephony System → Call Log
There you can choose how long call logs should be saved.
What happens if we extend the storage period?
New call logs will then be saved in the future. Older history will be built up gradually.
What happens if we shorten the storage time?
All call logs older than the new setting will be deleted immediately.
Does this also apply to call recordings?
No. Call recording storage is handled separately and only applies to customers who have that feature enabled.
Does this apply to all customers?
Yes. This setting applies to all customers who use the call log.
Is Analytics affected by deleting call logs?
Yes and no.
- Overall statistics, such as total call time, number of calls, and activity level, are not affected.
- However, detailed information about individual calls is affected.
This means that:
- You can still see how much a user has talked in total
- But you can no longer see exactly who the user has talked to in conversations that have been deleted
How does retention time work with call recording?
Rule: The call log is the "framework" for recordings and Conversation Intelligence.
You can always save call logs for the same or longer period than recordings/Conversation Intelligence.
But recordings/Conversation Intelligence can never be saved longer than call logs – because recordings require that there is a corresponding call log left.
