# 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

1. Go to **Operator Panel**
2. In the left menu, select **Closed requests**
3. Find dialogues with type **Telephony**

Calls show a phone icon and status **Completed**.

## Step 2: Open a call dialogue

1. Click a call in the list
2. 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)

1. Find the recording section in the dialogue
2. Click **Play** on the player
3. Use player controls for playback and volume

## Step 5: Read transcript (if available)

1. Find the **Transcript** section
2. Scroll through long transcripts as needed

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

## Step 6: Add a note

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

## Step 7: Set result tag

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

## Filter calls

1. Use search in closed requests
2. Filter by channel type **Telephony**
3. Filter by customer if needed

## View in client card

Calls also appear on the client card:

1. Open the client card (side panel or search)
2. Go to **Communication history**
3. Find calls among other channels

## Related articles

- [Configure telephony channel](/en/telephony/how-to/configure-telephony-channel.md)
- [Configure UniTalk](/en/telephony/how-to/configure-unitalk.md)