What are call logs and how are they used?

The more calls you make and receive, the more data you collect — data that helps you make smarter, data-driven decisions.

Those decisions can lead to increased sales, happier customers, more efficient agents, and much more.

Let’s dive into everything you need to know about call logs!

What are call logs?

A call log (sometimes called call history) is a centralized record of all your call activity — including call types, details, and outcomes.

In your personal call history, you’ll find both your private calls and your group or queue calls — this part is visible only to you.

Beyond that, we (and many PBX providers) offer a call logging service that automatically stores detailed information about every call — usually on both agent and group levels — so you can search, filter, and analyze the data.

Who benefits from call logs?

Almost any company with a high volume of inbound or outbound calls can gain valuable insights from analyzing their call logs.

Here are a few common examples:

• Sales teams
• Customer service & support
• Order management

These insights help you understand performance, improve processes, and increase efficiency.

What data is included in a call log?

Each call record includes detailed and searchable information.

In lynes, that includes:

• Date and time
• Incoming number
• Call type (answered, missed, bounced, forwarded, voicemail, outbound, unhandled, and recorded)
• Queue time
• Call duration
• Answering agent
• Any forwards and by whom
• Call recording (with the option to listen)

Here’s what it might look like in practice 👇

How does it work?

The feature gives you complete visibility into your company’s call activity — and makes it easy to dig deeper into the data.

At lynes, access to this functionality is managed through permissions, since not everyone should or needs to see call data.

Key features in the call log

Search and filter with export

Since every call is stored, it’s important to find what you’re looking for quickly.

Filter by agent, type, or date range — view the results directly or export them for further analysis.

utomatic call categorization

All calls are automatically categorized for easier analysis.

Combined with filters, this makes identifying patterns and trends a breeze.

Agent and statistics overview

Get a quick overview of how your team is performing.

After running a search, you can instantly see metrics like:

• Number of missed calls
• Average call duration
• Total call time per agent

You can even drill down to see individual performance — such as who makes or answers the most calls.

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Share data directly

Need to follow up with a salesperson or support agent?

You can easily share call details directly from the log in a chat or channel for faster collaboration.

Experience the difference

With powerful technology, you’re halfway there — but when combined with the right knowledge and strategy, your organization can work more effectively than ever.

When data is visible and easy to share, your agents can learn from each other and continuously improve.

Want to learn more?

👉 Get in touch with us — we’ll be happy to show you how it works.

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