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Record and review calls

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About this guide

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

Use Call Report to save an outcome. Use Call Search to read past calls and reports.

Submit a call report

Section titled “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 > 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.

Find call history

Section titled “Find call history”
  1. In Call Search, 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.

Find a live call or choose a calling phone

Section titled “Find a live call or choose a calling phone”
  1. Open Active Calls. 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.

Compare call activity

Section titled “Compare call activity”
  1. For trends, open Call Metrics. Choose Scope and office or agent, then Month or Custom Range, and Get Metrics.
  2. For a goal comparison, open Call Stats. 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.

Section titled “Related guides”