What is the Call Logs Report?
Every call and text your team makes through Shape is saved automatically, both on the customer’s record and in your reports. The Call Logs Report and the reports around it show managers how their team is spending time on the phone, and give every user a complete history of each conversation.
This guide explains where to find your call activity, how talk time is calculated, and how Shape decides which record a call or text appears on.
In short:
- Talk time is based on the full length of each call, and you’ll find it in the User Call Metrics Report
- Every call shows its full length, and when call recording is on, the recording covers the whole call
- Outbound calls and texts appear only on the record they came from
- Inbound calls and texts appear on every record with that phone number
- Total Call Attempts in List Views counts the outbound calls made from that record
Why call reporting matters
It shows how your team spends their time. Talk time and call counts show who’s on the phone, how often, and for how long. Managers can use them to spot coaching opportunities and balance workloads.
It keeps every conversation in one place. Each call and text is saved on the customer’s record, so anyone picking up the file can see what’s already happened.
It keeps your numbers accurate. Shape counts each call once, attaches it to the right record, and uses the full length of the call for talk time, so your reports reflect real activity.
It helps you follow up. Missed call and voicemail reports, along with notifications, make sure no inbound call slips through the cracks.
Where to find your call and text reports
To open your reports, select the Reports icon in the top navigation. Popular reports like User Call Metrics appear right at the top, and you can filter any report by user, team, or date range. To see every call, text, and email for a single customer, open their record and select the Contact Log tab.
| Report | What you’ll see |
|---|---|
| User Call Metrics (User Call Report) | Each user’s total calls, inbound and outbound calls, daily call average, total talk time, and average call duration |
| Call Logs Report | Every connected call, with the customer, user, start time, duration, direction, call outcome, and caller ID |
| Call Report | Every call attempt, including missed and unanswered calls |
| Call Recordings Report | Your recorded calls, ready to play back |
| Missed Calls and Voicemail Reports | Calls your team didn’t answer, also available from the Missed button in the dialer |
| Text Logs Report | Every inbound and outbound text, with delivery status and opt-outs. Filtering by user shows the texts that user sent. |
| Usage Credit Breakdown | How calls, texts, email, and eSign use your communication credits |
Looking for inbound routing details? See Inbound Call Reporting & Call Routing Insights.
How talk time works
Talk time is the total amount of time a user spent on calls during the date range you select. It’s based on call duration: the full length of each call, from the moment it connects until it ends.
You’ll find each user’s talk time in the User Call Metrics Report (also called the User Call Report), along with their call counts and averages:
- Total Inbound Calls: the calls the user answered
- Total Outbound Calls: the calls the user placed
- Total Number of Calls: inbound plus outbound, so it always matches the two columns beside it
- Total Talk Time: the combined length of all those calls
- Average Call Duration: total talk time divided by Total Number of Calls
- Average Calls: Total Number of Calls divided by the number of days in the date range. The report defaults to the current day, so choose a range of several days to see a daily average
Call duration and call recordings
Every call in Shape has a call duration: the full length of the call, from the moment it connects until it ends. That’s the length shown for the call in your call logs, and it’s what counts toward talk time.
When call recording is on, the recording covers the whole call, so the recording and the call are the same length.
When recording is off, or started partway through, the recording can be shorter than the call, or there may be no recording at all. If a user stops and restarts recording on the same call, Shape keeps only the most recent recorded portion.
Call recording isn’t required for call logs or talk time. You only need it for features that use recordings, like AI Call Insights.
What happens when a rep hangs up on an outbound call?
If a user hangs up and the customer is the only one left on the line, Shape ends the call within seconds. That way, the call’s duration and the user’s talk time reflect the actual conversation.
Transferred calls work differently. When you transfer a call, the customer stays connected to the person you transferred them to.
What happens when a call doesn’t go through?
If an outbound call doesn’t connect because the number isn’t valid, no one answers, or the line is busy, Shape ends the call on your side right away. The ringing stops and you go straight to the call outcome, so you can log the result and move on.
The call is saved in the record’s Contact Log with one of these statuses:
| Status | What it means |
|---|---|
| Failed | The call couldn’t be placed, often because the phone number isn’t valid |
| No Answer | The call rang, but no one picked up |
| Busy | The customer’s line was busy |
These calls have no connected time, so they don’t add to talk time. They still count toward the record’s Total Call Attempts.
How calls and texts appear on records
Every record has a Contact Log tab that shows all the communication tied to that record, including calls, texts, and emails, along with who sent them and when. It’s the quickest way to see a customer’s full history without opening a report.
Calls and texts follow the same rules for which record they appear on, in both the CRM and the Conversations Center.
Outbound calls and texts
Outbound calls and texts appear only on the record they came from, even when other records share the same phone number. That includes calls and texts your users make, automated texts from drip campaigns and triggers, and AI calls and texts.
This matters most when different users work separate opportunities for the same customer.
Example: Maria and Jordan each work a separate opportunity for the same customer. When Maria calls or texts from her record, it appears only on her record, so Jordan doesn’t think someone else is contacting his lead.
Inbound calls and texts
Inbound calls and texts appear on every record with that phone number. Shape can’t tell which opportunity the customer meant to reach, so everyone working with the customer sees the activity.
On records that share a phone number, these show up as regular entries in the Contact Log, with no extra labels.
Who gets notified?
Even though an inbound call or text can appear on several records, notifications only go to one set of people, so no one gets duplicate alerts.
Missed calls and voicemails notify the user or department set up in the inbound call group. If no one is set up, Shape notifies the users assigned to the newest record with that phone number.
Inbound texts notify the users assigned to the newest record with that phone number, once per text. Users on older records still see the text in their conversation history; they just don’t get a notification for it.
To learn more about records that share a phone number, see Duplicate Record Management. For how calling hours apply to each record, see Time Zone Protect.
Total Call Attempts in List Views
List Views, including the Shark Tank List View, can include a Total Call Attempts column. It shows how many outbound calls have been made from that record, including unanswered calls and AI calls. Each call counts once, so it matches the outbound calls in the record’s Contact Log.
Inbound calls from the customer don’t count toward Total Call Attempts, and neither do calls made from other records that share the phone number.
Example: A record’s Contact Log shows one outbound call, so Total Call Attempts shows 1. If the customer calls back, that inbound call appears in the Contact Log, but Total Call Attempts stays at 1.
Best practices for accurate call reporting
Turn on recording if you use features that need it. Call logs and talk time work without recording. If you use features like AI Call Insights, turn on call recording so every call is recorded from start to finish.
Require call outcomes. Asking users to pick an outcome after every call keeps your Call Logs Report organized and makes it easier to see what happened on each call. See Phone System Configuration to turn this on.
Review talk time regularly. Checking User Call Metrics once a week helps you spot unusual numbers early, while the calls are still fresh in everyone’s mind.
Match calls by date and time. When comparing a report with a record, use the call’s start time rather than its length.
Troubleshooting: why don’t my numbers match?
I see a call in the Call Logs Report, but not on the record
Start by matching the call by date and time. If you still can’t find it, check the other records that share the customer’s phone number. Outbound calls only appear on the record they were placed from.
A user’s talk time looks too high
Open the Call Logs Report, filter by that user and date range, and sort by duration to find any unusually long calls. Compare those calls with the customer’s Contact Log and the Call Recordings Report. If a call looks much longer than the actual conversation, reach out to Support.
Total Number of Calls doesn’t equal Inbound plus Outbound
These should always match for each user. If they don’t, reach out to Support with a screenshot, the date range, and the users affected.
Total Call Attempts doesn’t match the Contact Log
Total Call Attempts only counts outbound calls made from that record, so inbound calls and calls from other records won’t be included. If the numbers still don’t match, reach out to Support with the record’s link and the List View you’re using.
A call isn’t in the Call Logs Report
The Call Logs Report only shows connected calls. To see every call attempt, including missed and unanswered calls, use the Call Report. For calls your team didn’t answer, check the Missed Calls Report.
I can’t find a text a teammate sent
Outbound texts only appear on the record they were sent from. Check the other records that share the customer’s phone number, or search the Text Logs Report.
A call shows as Failed in the Contact Log
Failed usually means the call couldn’t be placed because the phone number isn’t valid. Check the number on the record for typos, missing digits, or an old number, and update it. If the number looks correct and calls still fail, reach out to Support.
Frequently asked questions
What is talk time?+
The total time a user spent on calls during the date range you select, based on the full length of each call. You’ll find it in the User Call Metrics Report.
Is a call’s recording the same length as the call?+
Yes, when call recording is turned on. If recording is off or was started partway through, the recording can be shorter. Talk time always uses the full length of the call.
Do I need call recording turned on?+
No. Call logs and talk time work without it. You only need recording for features that use it, like AI Call Insights.
Does Total Number of Calls include inbound and outbound calls?+
Yes. For each user, it’s their inbound calls plus their outbound calls.
How is average call duration calculated?+
Total talk time divided by Total Number of Calls.
How is Average Calls calculated?+
Total Number of Calls divided by the number of days in the date range. Since the report defaults to the current day, Average Calls only becomes a true daily average when you select a range of more than one day.
Which record does an outbound call or text appear on?+
Only the record it came from.
Which record does an inbound call or text appear on?+
Every record with that phone number.
Why can’t I see a call or text my teammate made to the same customer?+
Outbound calls and texts only appear on the record they came from. If your teammate contacted the customer from their own record, it won’t show on yours.
Who gets notified about a missed call or voicemail?+
The user or department set up in the inbound call group. If no one is set up, the users assigned to the newest record with that phone number.
Who gets notified when a customer texts a number shared by several records?+
The users assigned to the newest record with that phone number, once per text. Users on older records still see the text in their conversation history.
Does the Call Logs Report include missed calls?+
No, it only shows connected calls. Use the Call Report to see every call attempt, or the Missed Calls Report for unanswered calls.
What does the Total Call Attempts column count?+
The outbound calls made from that record, including unanswered calls and AI calls, each counted once.
Do inbound calls count toward Total Call Attempts?+
No, only outbound calls made from the record.
Do unanswered calls count toward Total Call Attempts?+
Yes. Every outbound call made from the record counts, whether or not the customer answered.
What happens if I hang up and the customer stays on the line?+
Shape ends the call within seconds, so the call’s length matches the real conversation. Transferred calls stay connected.
Why did my call end right away?+
The call didn’t go through: the number may not be valid, no one answered, or the line was busy. Shape ends the call on your side and takes you to the call outcome. Check the call’s status in the Contact Log to see what happened.
What do Failed, No Answer, and Busy mean?+
Failed means the call couldn’t be placed, often because of an invalid number. No Answer means the call rang but no one picked up. Busy means the customer’s line was busy.
Do calls that don’t connect count toward talk time?+
No. They have no connected time, so they don’t add to talk time. They do count toward the record’s Total Call Attempts.
Can I see how calls affect our usage credits?+
Yes. The Usage Credit Breakdown report shows how calling, texting, email, and eSign use your communication credits.
Can I see another user’s talk time?+
Yes, if your permissions allow it. Filter the User Call Metrics Report by user or team.
When I filter the Text Logs Report by user, what does it show?+
The texts that user actually sent. It doesn’t include texts other users sent to records assigned to them. For example, if Jordan texts a customer who’s assigned to Maria, that text shows when you filter by Jordan, not by Maria.
Need help?
If a call’s length, a user’s talk time, or a call count looks wrong, Shape Support can take a look. Please include:
- The record’s Shape link
- The user involved
- The date and time of the call, including time zone
- What the report shows and what you see on the record
- Any screenshots that help
Email: help@setshape.com · Phone: (888) 718-6344
Related guides: Phone System Configuration · Inbound Call Reporting · Duplicate Record Management · Time Zone Protect · Live Call Monitoring