Statistics, logs & call traces
Overview
Two pages tell you what your hotline is actually doing. Statistics is the dashboard: how many calls, how long, how much, what people are listening to, and who is on the line right now. Logs is the detail: every call in and out, and every card payment your callers made.
The most useful thing here is the Trace button on an inbound call. It replays one caller's journey step by step, in plain words, so you can see exactly where they went and where they gave up.
The Statistics page
Reports → Statistics. A Get Started button in the header reopens the setup wizard, and a quick settings button lets you change your Currency, Key to go back and Enable back navigation without leaving the page. (Those same three live in full on Account settings.)
The tiles
| Tile | What it shows |
|---|---|
| Total Inbound Calls | Every inbound call ever, with "N calls this month" underneath and a small this-month-versus-last-month trend |
| Call Duration (This Month) | Total minutes of calls this month |
| Account Balance | Your balance, in your account currency. Green above $10, amber above $5, red below |
| Charges This Month | This month's charges, with last month's underneath and a trend |
| Virtual Numbers | How many phone numbers you have |
| Menus (IVRs) | How many menus you have built |
| Libraries | How many audio players |
| Recordings | How many recordings across all of them |
| Scheduled Tasks | How many scheduled tasks exist |
| Storage Used | Total audio storage in use. Compare it with your allowance on Plans & Add-ons |
Live calls
"Callers on your hotline right now." The list refreshes every few seconds by itself and shows calls that have started but not yet ended, from the last 4 hours.
| Column | What it shows |
|---|---|
| Caller | The number calling in |
| Number called | Which of your numbers they dialed |
| Started | How long ago the call began |
| On the line | A running mm:ss timer |
When nothing is happening it reads "No live calls — when someone calls your hotline, they appear here within seconds."
Top recordings
Your 10 most listened recordings of the last 7 days, with, for each one: the audio player it belongs to, how many times it was played, the total time callers spent on it, and the average per play.
This is worked out from the call traces, so it reflects real listening, not just clicks on play. The figures are cached for a few minutes, so a brand new play may take a moment to appear.
Charts
- Inbound Calls (Last 30 Days) — daily call volume.
- Call Duration (Last 30 Days) — total minutes per day.
Recent Calls
The last 10 inbound calls: Date, From, To, Duration and Status. This is the only place the call status is shown:
| Status | Meaning |
|---|---|
| completed | The call connected and ran to the end |
| busy | The line was busy |
| no-answer | Nobody picked up |
| failed | The call could not be connected |
From and To are copyable — click the number to copy it.
The Logs page
Reports → Logs, with three tabs.
Inbound calls
Every call that came in.
| Column | What it shows |
|---|---|
| From | The caller's number. Searchable |
| To | Which of your numbers they dialed. Searchable |
| Duration | Seconds |
| Charges amount | What the call cost you, if anything |
| Created at | When the call came in. Sorted newest first |
| Trace | The whole journey on one line, joined with arrows and shortened to 60 characters. Hover to read it, or use the Trace button for the readable version. Hidden by default; switch it on from the columns menu |
Inbound rows cannot be edited or deleted.
Outbound calls
Calls your hotline placed: forwards, dial-outs, and broadcast legs.
| Column | What it shows |
|---|---|
| Name | What placed the call |
| From | The number shown to the person you called |
| To | The number called |
| Duration | Seconds |
| Charges amount | What the call cost |
| Created at | Hidden by default |
Outbound rows can be edited and deleted, and there is a Trashed filter plus bulk Delete, Force delete and Restore.
Remember that minutes here burn against your transfer-minute allowance, and UK destinations burn double. See Billing.
Merchant charges
Every card payment a caller made through a payment prompt.
| Column | What it shows |
|---|---|
| When | When the card was charged |
| Merchant | Which merchant took the money |
| Pay Prompt | Which payment prompt on your hotline |
| Caller | The caller's number, copyable |
| Amount | In the currency that charge was taken in |
| Card | Brand plus last four digits |
| Status | Success, Failed, Pending or Refunded |
| Failure | Why a failed charge failed |
| Payout | Direct Stripe (straight to your own Stripe account) or Held |
| Stripe PI | The Stripe payment intent, copyable. Hidden by default |
| Call SID | The call it happened on, copyable. Hidden by default |
| Created at | Hidden by default |
Filters: Status, Merchant, Payout mode, and a From / Until date range on when the charge was taken.
Refunding a merchant charge is done by support.
The Trace button
On any inbound call row, click Trace. A modal opens with a numbered, readable list of everything that happened on that call, one line per step, each stamped with the time of day in your account timezone (set in Account settings).
It shows only for calls that actually recorded a trace. Very old calls may have no timestamps, in which case the lines appear without times.
What a trace line can say
Lines that name a part of your hotline appear as its name, then what it is — for example Morning Shiur (Library) or Main Menu (IVR). If the item has since been deleted, just the type shows.
| Line | What happened |
|---|---|
| Phone number … | The call arrived on that number |
| PIN prompt … | The caller reached the test-line PIN prompt |
| IVR … | A menu played |
| Library … | An audio player was entered |
| Recording … | A particular recording started playing |
| Recording box … | A message box was reached |
| Play … | A play recording step ran |
| Bookmark … | A bookmark step ran |
| Dial … | A dial out step ran |
| Transfer … | A forward call step ran |
| Redirect … | A go to step ran |
| Validation … | An access check ran |
| Exam … | An exam ran |
| Conference … | A conference was joined |
| Payment prompt … | A payment was reached |
| Merchant … | A merchant record handled the payment |
| TwiML … | A custom code extension ran |
| CallMagic action … | A CallMagic action ran |
| Plan … | A plan-related step ran |
| Pressed 7 | The caller pressed that key |
| Dialing out to +… | An outbound leg was placed to that number |
| Listened to the recording again | The caller chose to hear their message back |
| Asked to listen again but no recording was available | The listen-back had nothing to play |
| No answer at the confirm menu — recording saved automatically | The caller went silent at the save/re-record prompt, so we kept it |
| No recording received — asked to record again | Nothing was captured, so the caller was asked again |
| No dialable number entered — asked again | The caller typed nothing usable at a dial-out |
| Dial-out reached without an extension — call ended | A dial-out step had nothing configured |
| Recording file: … | Which audio file was stored |
| Caller identified as … | The caller's number matched a contact, named here |
| Caller identified by entering a listed number | The caller typed a number that is on your list |
| Entered wrong PIN … | A failed PIN attempt at an access check |
| Caller could not identify themselves | The caller failed the identify step |
| No input received | The caller pressed nothing in time |
| Entry did not match any option | The caller pressed a key with nothing on it |
| Nothing to play | The step was reached but had no audio or no recordings |
| Continued after finishing | The step finished and the call moved on to its "afterwards" route |
Anything the system does not recognise is shown exactly as it was recorded, so nothing is lost.
For support staff, the same modal also carries a collapsed "Raw (admin)" section with the CallSid and the untranslated trace.
Reading a trace
A typical one looks like this:
1. 9:14:02 AM Main line (Phone number)
2. 9:14:02 AM Main Menu (IVR)
3. 9:14:09 AM Pressed 2
4. 9:14:09 AM Daf Yomi (Library)
5. 9:14:10 AM Today's shiur (Recording)
6. 9:21:44 AM Continued after finishing
Two patterns worth looking for:
- No input received repeatedly on the same menu usually means the greeting does not tell people what to press, or the pause is too short.
- Entry did not match any option means callers are pressing keys you have not filled in.
Timezone
Every time you see on these pages — trace lines, log dates, chart days — is rendered in your account timezone, set on Account settings. Change it there and everything here follows.
What you can export
Excel export is available on:
- Charges, from the Charges tab of Billing History
- Contacts, from the Contacts list
- Exam results, from an exam
- Library recordings, as a bulk action in an audio player
There is no export for call logs or merchant charges. To share those, use the on-screen table, the copy buttons on individual numbers, or ask support.