# Record and review calls

> Submit call outcomes, find history, and compare call activity.

Language: en-US. Product guide: https://agencymesh.com/help/call-tools-and-reports/.

Last reviewed October 6, 2026 by AgencyMesh Product Support · Checked against release 2026.10

Use [Call Report](https://app.agencymesh.app/telephony/CallReport) to save an outcome. Use [Call Search](https://app.agencymesh.app/telephony/CallSearch) to read past calls and reports.

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## Submit a call report

1. In **Call Report**, choose **Scope**, office or agent, **Start**, and **End**. Dates must be between today and 31 days before today. Office searches can also filter by **Device**.
2. Click **Search**, then the call’s **View** button. Enter **Agent Name**, **Customer Name**, and **Outcome**.
3. Choose **Type** and **Language**, add **Carrier** and **Policy Number** when needed, and enter **Notes**. Click **Submit**. Reopen the call to update it.

For a live call, use [Dashboard](https://app.agencymesh.app/) > **Communications > Active Calls > Report**. Live outcomes include **Wrong Number**; completed-call outcomes use **Hung up** instead. **Sent SMS** records work you already did; it does not send a message.

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## Find call history

1. In [Call Search](https://app.agencymesh.app/telephony/CallSearch), choose **Scope**, office or agent, **Start**, and **End**. Enter **Phone #** to find one number.
2. Use **Advanced** for **Direction** and **Result**; keep at least one choice in each group. Click **Search**.
3. Click **Report > View** to read a saved report. **Copy** beside **Call ID** copies its reference.

Managers and Administrators can use **Mark as spam** or **Remove spam label**. Use **Call Report** to add or change an outcome.

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## Find a live call or choose a calling phone

1. Open [Active Calls](https://app.agencymesh.app/telephony/ActiveCalls). Choose **Scope** and an office or agent. Results update automatically; **Refresh** updates them now.
2. Click **Customer** or a linked number to open customer lookup. To dial from a Dashboard queue, first choose a phone in **Phone / Office**.

Agent accounts select an office with an assigned phone. Office accounts select the phone beneath the office. **All Offices** selects no phone; **How to find the right device** helps match it. Report **Device** filters do not change the calling phone.

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## Compare call activity

1. For trends, open [Call Metrics](https://app.agencymesh.app/telephony/CallMetrics). Choose **Scope** and office or agent, then **Month** or **Custom Range**, and **Get Metrics**.
2. For a goal comparison, open [Call Stats](https://app.agencymesh.app/telephony/CallStats). Choose **Scope**, office or agent, **Start**, and **End**, then **Get Stats**.
3. To change that comparison, open **Set Goal** (under **More actions** on small screens). For offices, enter **Agents** and **Calls per Agent**; for agents, enter **Calls**. Use values of 1 or more, then **Save Changes > Get Stats**.

**Change All Defaults** changes all listed subjects. **Reset Defaults** restores 2 agents × 60 calls per office and 60 calls per agent. These values stay in this browser and scale by counted weekdays; they do not change monthly office goals.

## Related guides

- [Call or message a customer](https://agencymesh.com/help/calls-and-messaging.md)
- [Send an attachment by text](https://agencymesh.com/help/sms-messaging.md)
- [Track goals and results](https://agencymesh.com/help/goals-and-reports.md)