Overview
Where your client enables the personal-work view, these management instructions are replaced by the limited view described below. Call History lets you review, filter, correct, configure, and export campaign calls for the selected client. Search covers contact details, Discovery, contact and feedback notes when authorized, transcript text, AI analysis, prospect phone, and outbound From Number. Stored transcripts and summaries preserve the selected client's canonical Deal name when the represented company is named, while protecting the prospect's company name. The table can show and sort caller IDs alongside contact and call details. The row Result editor offers current dialer outcomes, including Did Not Answer, Busy Signal, Wrong Number and Prospect Hung Up. Choosing NTRP moves the associated contact to Unqualified; call-only outcomes leave contact status unchanged. Retired NTRP - Sent Info stays visible on older rows but cannot be selected for a new correction. A history-only export downloads as CSV, while any export that includes recordings or transcripts downloads as ZIP. The selected quick view and active call and contact filters carry into either format. On narrower screens, SalesHive keeps the core review columns aligned and moves supporting fields into Additional call details. Imported old-platform records whose source never stored a disposition appear as Legacy (no disposition), not Did Not Answer or Unknown. Other unmatched imported results appear as Legacy (other). These records stay available as history but do not count as CRM dials or connections. The calls, meetings set, recorded, and talk-time band is calculated on the server across the entire current filtered result set, not only the visible 100-row page. The main Call result picker keeps the standard result taxonomy available even when the active selection returns no calls, so you can replace or clear that selection without resetting the page. Observed imported or custom results are added when available. Automatic call ratings and coaching are retired for all viewers. Operational results, summaries, recordings and transcripts remain available. All call-history exports omit Score and Coaching. Final Notes stay aligned with the saved disposition. If a result is corrected, SalesHive does not present a contradictory AI summary as the final operational note, while separate AI and SDR evidence remains available under the existing role rules. Time Zone shows the prospect-number zone used for the call. New calls keep the zone captured when the call is logged. Historical calls prefer current stored DNC time-zone evidence for the dialed number, then fall back to an area-code estimate. Both historical sources are clearly marked as estimated because older call rows did not save a call-time zone snapshot, and unsupported numbers show Unknown. The field can be shown, sorted, filtered, and exported, and its filter applies to the full server-backed result set. Connected calls and the optional Connected column use the canonical Human Connection definition. Standard final outcomes count only when they prove a live person answered, and custom outcomes follow the effective campaign override or client Counts as Connection setting. Opening View Calls from SD Scorecard uses a separate read-only view for eligible client users on the enabled account and designated internal reviewers. The MDR view uses the Call History table and available recording player, with fixed columns and Eastern-time dates. Ordinary search, column preferences, editing, expanded details, transcripts and ZIP export do not apply to the MDR view.
How to use this page
Select a client and review calls
Choose the client, then use Outbound Calls or Inbound Calls. The total calls figure beside the heading reports the current list total. In Find and scope, Search calls can match contact name or email, title, company, website, Discovery, contact notes, call notes, transcript text, AI analysis, prospect phone, outbound From Number, and feedback notes when you are authorized to view them. Narrow further by Campaign, Caller, or Call result. Imported legacy calls remain available for historical review. If the source stored no disposition, the row says Legacy (no disposition) instead of treating it as Did Not Answer or Unknown.
Use a quick view and read the full summary
Use Latest calls, Connected calls, Warm leads, Meetings set, or Listen to calls. Connected calls uses the canonical Human Connection definition across the full server-backed result, including effective custom outcomes configured to count as a connection. The summary band shows total calls, meetings set, recordings, and talk time for the complete filtered result rather than only the visible page.
Open a linked call from Contact Detail
In a contact's Activity timeline, select Open call record on a call. Call History opens the matching call for the same selected client and expands its row, including the available details, recording, and summary.
Tailor the table columns
Select Columns to show or hide supported fields and change their order. From Number identifies the outbound caller ID used for the call and can be sorted like other supported text columns. Available fields also include contact, company, person and company location, industry, department, management level, Disposition Umbrella, Connected, and Meeting Booked. The selected client keeps the column preference for future visits.
Review and filter by time zone
Show Time Zone from Columns, then select its header to sort the current rows. New calls display the zone captured when the call was logged. Historical calls use stored DNC data when available, then fall back to the dialed number's area code. Either historical source displays (estimated), while numbers without a supported zone display Unknown. Hover the value to see whether it came from captured DNC data, a captured area code, stored historical DNC data, a historical area code, or no supported source. Open More filters and select one or more of PT, MT, CT, ET, AKT, HT, or Unknown. The active Time Zone rule narrows the complete result set, summary, pagination, and export.
Filter the call result and contact properties
Select More filters to open Call and contact property filters. Under Call Result, choose one or more values with Is any of, then use Clear call result to remove that rule. The list includes standard results plus results found anywhere in the full current filtered set, including later pages. The Legacy import group contains Legacy (no disposition), Legacy (other), and older Unknown records so imported evidence can be reviewed separately from real CRM outcomes. Add property remains a separate builder for contact and company fields such as title, company, department, industry, or location. Select Apply filters when the rules are ready. Time Zone is a separate call-level rule in the same panel. Select one or more zones, or use Clear time zone to remove only that rule.
Recover from a no-result selection
If the active Call result selection has no matching calls, the complete standard result taxonomy remains available. Choose another result, choose a group, or select Show all results. Show all results restores the last server-confirmed all-results rows, totals, summary, and pagination immediately for the remaining filter scope while the URL and server result refresh in the background.
Correct a disposition
Use the Result dropdown directly in a row to correct its disposition. Current choices include Did Not Answer, Busy Signal, Wrong Number and Prospect Hung Up. NTRP stays on the call log and moves the associated contact to Unqualified. Retired NTRP - Sent Info appears as the current value of an older call but cannot be selected for a new correction. Directed to Corporate is available for a live person's explicit corporate-office redirect. Like Invalid Number and other call-only outcomes, it changes the call record without overwriting contact status. The expanded Notes field is rebuilt to follow the corrected result instead of keeping a contradictory AI summary. Separate AI analysis and SDR context remain available as their own evidence. A failed save restores the prior result. When correcting a completed call to Meeting Set, SalesHive saves the call result and required contact booking updates together. Follow any validation message, such as missing meeting date and time, before retrying. A rejected correction does not separately mark the contact as booked. The correction does not add another dial or replace the last-contacted time.
Read the final call note
Expand a call and read Notes for the finalized operational explanation. When the Dialer result matched the analyzed outcome, the note can keep the AI summary and optional SDR context. When the result was changed, the note follows the confirmed disposition and uses the SDR explanation when available instead of exporting a conflicting AI summary. Separate operational summary, analysis and transcript evidence retain their access rules. Automatic coaching and ratings are no longer displayed.
Review the analysis available to your role
Expand a call to review its operational disposition, phone-tree and conversation signals, summary, recording, transcript, and other available details. Stored transcripts and call summaries preserve the selected client's canonical Deal name when the represented company is named, while protecting the prospect's own company name. Automatic Score, Rating and Coaching are no longer shown for any viewer or included in CSV and ZIP call history. Operational details remain available.
Read and download a transcript
Expand one call to load its transcript. Loading transcript means the request is still running. If it fails, choose Retry transcript; No transcript available means the completed lookup returned no usable transcript. Expand a call to review its transcript. Live role-aware entries show SDR and PROSPECT. Historical or inbound transcripts can retain neutral labels such as SPEAKER A. The same labels carry into single transcript downloads and ZIP files. New outbound calls use the saved live Dialer transcript only. SalesHive does not create another transcript from the recording, even if live capture is missing. An available recording can still be played. Existing historical transcripts and their speaker labels remain available.
Download a CSV or ZIP
Select Export call history to open Export contents. Keep only Call history selected to use Download CSV. Select Recordings, Transcripts, or both to use Download ZIP. The selected quick view and active call-result, Time Zone, call-level, and contact-property filters are included. The call history CSV includes the prospect Phone, Phone Type, Time Zone, Time Zone Source, outbound From Number, Result, Disposition Umbrella, Connected, and Meeting Booked fields. Time Zone Source distinguishes captured DNC or area-code data from estimated historical DNC or area-code evidence. All call-history exports omit Score and Coaching while preserving operational history and selected files. Authorized Feedback Notes remain separate.
Review calls on a smaller screen
Scroll the table horizontally when needed. At narrower widths, SalesHive keeps the core Contact, Result, Recording, Summary, Duration, and Date columns aligned and hides supporting fields such as domain, company, prospect phone, From Number, campaign, and user from the main row. Expand the call to see those fields in Additional call details.
Find a short call by name, number, or transcript
Use Search calls with a full first and last name, a formatted phone number, or words from the transcript or notes. Search includes calls under 30 seconds automatically and keeps transcript-only matches even when the phrase is absent from visible columns. The short-call checkbox is checked and disabled while search is active. Clear search to return to the normal browsing duration setting. Search scope carries into exports.
Review calls from SD Scorecard
From the enabled SD Scorecard report, select View Calls beside an MDR with counted calls. Review Contact, Recording, Result, Duration, Date (ET), Company, Phone, Campaign, MDR, Live Connection and Qualified Conversation. The summary shows calls, live connections and qualified conversations for the full filtered result. Dates match the report; monthly rows include only that month within the selected period. Short completed native outbound calls count once per provider call. Inbound callbacks, skipped or in-progress calls and migrated legacy records are excluded. Use pagination to browse 100 calls per page. Return to SD Scorecard to change the MDR or dates.
Export or return from MDR call review
Use the upper-right Refresh and Export filtered CSV actions. CSV includes all matching calls across pages, up to 10,000, with the report dates and snapshot details. It excludes recordings, transcripts, internal notes and coaching. Choose a shorter reporting range if the result exceeds that limit. Refresh reloads the same filters; later source corrections can change historical totals. Return to SD Scorecard restores the originating dates, grouping and MDR filter. This view has no result editing, contact links, expanded private details or ZIP export.
Listen to an MDR call
Select play beside the contact when a recording is available. Playback and the individual recording download retain the existing recording access checks. A report row does not guarantee media access. Missing or unsupported recordings have no player. This view does not include transcripts, notes or coaching.
Include short calls and match reporting dates
Call History includes calls under 30 seconds by default. Clear the short-call checkbox to hide them during ordinary browsing; historical imported records without duration remain visible. Search includes short calls automatically. Clear all filters restores short calls. From and To use inclusive Eastern calendar days, matching Dashboard reporting and exports. Other active filters still apply.
Review displayed teleprompter recommendations
If your internal role has access to Teleprompter history, expand a call and open its Teleprompter history panel. Compare Recommendation shown with Rep said (transcript) and Prospect said (transcript), capture boundaries and any Evidence gap. Times reflect browser display and transcript arrival, not exact audio alignment. Use the recording when wording matters. Retry reloads a failed history request. This panel is not available to client viewers or SDRs.
Load additional teleprompter history
Authorized internal reviewers can open Teleprompter history on an expanded call. It loads 100 captured events at a time and reports loaded and total counts. Use Load more history, or Retry loading more after an error. Suggested responses have a distinct surface from actual speech. Displayed suggestions do not prove the SDR read them, and missing or incomplete capture cannot be reconstructed from this view.
Review My calls and callbacks when enabled
The personal-work view is scoped to your calls and callbacks for the selected client. Use All calls, Inbound or Outbound, Refresh and Previous or Next. Dates use your browser time zone in this view. Missed calls and voicemails shows unread items; Mark read changes that callback receipt only. Use Set up voicemail greeting to open your assigned-number greeting view. The personal call table shows time, contact, number, direction, outcome and seconds. The standard report editing, exports and detailed review controls described elsewhere do not apply to this limited view. Earlier screenshots show the standard history view.
Review answered calls without a contact match
In My calls and callbacks, check Answered calls from unmatched numbers for the caller number, your called number, time and recorded duration. Not recorded means the duration is unavailable. These answered calls are kept separately without creating a contact or a missed-call alert. All calls, Inbound and Outbound filter the contact-linked call table; the missed-call and unmatched-answer tables remain separate. Previous and Next page all three lists, with up to 50 rows per table on each page. This personal view does not expose recordings or transcripts.
Compare history records with reported calls
On the enabled scorecard account, an outbound date range with All durations and no additional history filters can show reported calls above the retained history. Reported calls use SD Scorecard rules and count each eligible outbound call once. The explanation separates duplicate entries, attempts without a saved final result, conflicting SDR attribution and other excluded records. Open matching scorecard calls and export opens the comparable report population. Ordinary history exports keep all matching history records; extra history filters can remove the comparison. A missing comparison is not a zero-call result.
What the buttons do
- Open call record
- Contact Detail activity link that opens and expands the matching Call History record.
- Columns
- Opens the saved column picker for showing, hiding, and ordering Call History fields, including Time Zone and From Number.
- Call result
- Filters the list by one or more grouped dispositions. Standard choices remain available when the current selection has no matches.
- Connected calls
- Shows the full server-backed Human Connection result, including effective custom outcomes configured to count as a connection.
- Show all results
- Clears the Call result filter, restores the last server-confirmed all-results view immediately, and refreshes the URL and server result in the background.
- More filters
- Opens separate Call Result, Time Zone, and contact-property controls, including the Legacy import result group.
- Clear call result
- Removes the Call Result property rule without changing contact-property rules.
- Clear time zone
- Removes the Time Zone rule without changing Call Result or contact-property filters.
- Add property
- Adds a contact or company property rule to the filter builder.
- Apply filters
- Applies the selected call-result and contact-property rules.
- Download transcript
- Downloads the expanded call's transcript when the recorded call has consent provenance, preserving its displayed speaker labels.
- Export call history
- Opens the export contents chooser for the selected quick view and active call list.
- Download CSV
- Downloads filtered call history directly as CSV when Call history is the only selected export item.
- Download ZIP
- Downloads the selected recordings or transcripts, plus call history when selected, in one ZIP file.
- Result
- Corrects the stored call disposition using current dialer outcomes. Retired results remain visible on older rows but are not new choices. NTRP moves the contact to Unqualified; call-only results leave contact status unchanged. Failed saves restore the prior value.
- Summary band
- Shows calls, meetings set, recordings, and talk time across the full current filtered result set, not only the visible page.
- Return to SD Scorecard
- Returns from restricted MDR call review to its report context.
- Export filtered CSV (MDR view)
- Downloads all matching call details within the 10,000-call limit, excluding internal notes and coaching.
- Recording play (MDR view)
- Plays an available recording using the existing recording permissions. The report CSV contains no recording files or URLs.
- Teleprompter history: Retry
- For authorized internal Teleprompter history viewers, retries loading the expanded call history panel without changing the call.
- Load more history / Retry loading more
- Loads the next page of captured teleprompter events when authorized, without generating a reply or placing a call.
- Mark read (My calls and callbacks)
- Marks your selected callback receipt read. It does not place a return call or change a call outcome.
- Retry transcript
- Retries only the transcript lookup for the expanded call after a loading error.
- Open matching scorecard calls and export
- Opens the counted call population matching the eligible date and SDR selection.