How to view calls in Operator Panel

View completed customer calls in Operator Panel together with other channels. Calls are stored as dialogues with type Telephony and include conversation details, recordings, and transcripts when available.

Prerequisites

A configured telephony channel
Access to Operator Panel
Completed calls (in v1.1 calls appear only after completion)

When to use it

Review call history with a customer
Listen to a call recording
Read a call transcript
Add an internal note to a call

Main interface elements

Closed requests — section where completed calls appear
Call dialogue — one dialogue per call with details
Call panel — header with status, duration, direction
Recording player — play call recordings in the dialogue
Transcript — conversation text when the provider supplies it

Step 1: Open closed requests

Go to Operator Panel
In the left menu, select Closed requests
Find dialogues with type Telephony

Calls show a phone icon and status Completed.

Step 2: Open a call dialogue

Click a call in the list
The dialogue opens with call details

Step 3: Review call information

The dialogue header shows:

Call status — completed, missed, etc.
Direction — inbound or outbound
Duration — talk time (MM:SS)
Call time — when the call started and ended

Step 4: Listen to recording (if available)

Find the recording section in the dialogue
Click Play on the player
Use player controls for playback and volume

Step 5: Read transcript (if available)

Find the Transcript section
Scroll through long transcripts as needed

Transcripts appear only when the provider sends them and the channel enables them.

Step 6: Add a note

Type your note in the message field
Click Send
The note appears as an internal note (not visible to the customer)

Step 7: Set result tag

Find Result tag in the dialogue
Choose a tag (e.g. successful, needs callback, custom tags)
The tag is saved automatically

Filter calls

Use search in closed requests
Filter by channel type Telephony
Filter by customer if needed

View in client card

Calls also appear on the client card:

Open the client card (side panel or search)
Go to Communication history
Find calls among other channels