Starting an export

  1. Open Phone calls > Calls list
  2. Apply the filters you need (period, agent, direction…): only the calls matching your filters are exported
  3. Click Export, then choose the format

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.

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 and queue
  • Subjects, topics, sentiment and sentiment score
  • Summary, reason for call, 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.

Connect your assistant (MCP) Introduction