Creating and managing call records widget

Last Updated : Mar 02, 2026 |
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The Call Records widget enables users to perform a comprehensive analysis of all calls in the organization. The widget shows the journey of a call, with a variety of customization options and filters. The user can access and download call recordings. This procedure outlines the steps to create and manage the call records widget.
  1. Log in to the Avaya Cloud Office™ account.
  2. Go to Admin PortalAnalytics & LogsAnalytics.
  3. Click Business Analytics.
  4. Click Add Widget.
  5. Select Call Records.
  6. In the Widget Name field, enter a name for your widget.
  7. Click the Calendar icon calendar icon at the right of the widget name to select the specific date, period, and hours.
  8. Click Done to save your preferences.
  9. The Default Columns available in the call records widget are the following:
    ADDITIONAL INFORMATION:
    • From
    • To
    • Date/Time
    • Length
    • Direction
    • Call Type
    • Call Response
    • Result
  10. In the Rows Filters section, click the Search Calls field to find a specific call record. You can search by name or number.
  11. Click the Dimension drop-down to select a metric from the following:
    ADDITIONAL INFORMATION:
    • Users
    • Queues
    • Queues Agents
    • User Groups
    • Departments
    • IVRs
  12. Click the Users drop-down to select a metric from the following:
    ADDITIONAL INFORMATION:
    • Users
    • Departments
    • Queues
    • User Groups
  13. Click Done to save the preferences.
  14. In the Data Filters section, click Add Filter in the filter box to select the following filters:
    ADDITIONAL INFORMATION:
    • Origin
    • Direction
    • Call response
    • Call type
    • Result
    • Ending party
    • Call length
    • Time spent
    • Actions
    • Call segment
  15. Click the Delete icon icon to delete columns.
  16. Double-click or drag items from the Configurable Columns section to access more specific data within the call records. Hover over the information icon to view the definition of each metric.
    ADDITIONAL INFORMATION:
    • Call Segment
    • Origin
    • Call ID
    • Hop ID
    • Recording
  17. Click Clear at the top-right to undo the last change in the call records widget.
  18. Click Save at the top-right.
    STEP RESULT:
    The call records widget is saved in the dashboard. You can perform actions by clicking the three-dot icon at the top-right of the widget.
  19. Click the three-dot icon more icon to select from the following options:
    ADDITIONAL INFORMATION:
    Edit: Open the call records widget page to make changes.
    ADDITIONAL INFORMATION:
    Size: Resize the widget in the dashboard.
    ADDITIONAL INFORMATION:
    Duplicate: Create a copy of the call records widget.
    ADDITIONAL INFORMATION:
    Delete: Remove the call records widget.