#Starting an export
- Open Phone calls > Calls list
- Apply the filters you need (period, agent, direction…): only the calls matching your filters are exported
- Click Export, then choose the format
You can also ask the Insights AI assistant, or your own connected assistant, to export calls for you: "Export September's inbound calls with their audit score and subject". It starts the same export, with the columns you named in the order you asked.
Exports are prepared in the background, whatever the number of calls. You can keep working: a notification (bell icon) lets you know as soon as the file is ready, with a download link.
#Filtering on the AI analysis
Besides the period, direction or status, the calls list offers filters on the AI analysis of the calls:
| Filter | Keeps the calls… |
|---|---|
| AI analysis available | analyzed, or not analyzed, by Insights AI |
| Agent (AI analysis) / Queue (AI analysis) | handled by the selected agents or queues, shown as "Name (extension)" |
| Subjects | linked to the selected subjects. A parent subject includes its sub-subjects |
| Sentiment | with the selected sentiment label |
| Frustration | with or without frustration |
| Audit score available / Audit score | audited or not, or within an audit score range |
| Net sentiment score | within a net sentiment score range (-100 to +100) |
| Dialed number (DID) | received on a company number, whatever its format (+33 1 23…, 01 23…) |
| AI analysis contains | whose summary, reason for call or reason for frustration contains a keyword |
| Phone system | of the selected PBX |
The links given by the Insights AI assistant open the calls list with these filters already applied.
#Available formats
#Calls (CSV / Excel)
A table with one row per call, ideal for your analyses in Excel or Google Sheets. You choose the columns to include, such as:
- Date, direction, duration, status, numbers, contact
- Agent (name, extension, first name and last name) and queue (name and extension)
- Subjects: full path, plus one column per level (subject, sub-subject, sub-sub-subject)
- Topics, sentiment, sentiment score (1 to 5) and net sentiment score (-100 to +100)
- Audit score
- Summary, reason for call, frustration (1 or 0) and reason for frustration
- Full transcript, with every segment of the call combined
Excel limits the size of a cell: very long transcripts are truncated in the Excel file. Use the format below to keep them whole.
#Transcripts (Markdown, for AI)
A single text file containing, for each call, its details, its analysis and its full transcript. This format is designed to be dropped as is into an AI assistant (Claude, ChatGPT…) to ask it your questions.
To query your calls continuously, without exporting, prefer the Insights AI assistant or connecting your own assistant.
#File retention
Exported files are available for download for 7 days, only to the user who started the export.
#Permissions
Exporting requires the Export calls permission (crm-phone-call.export). Administrators have it by default.