History & Reporting

call history the call history panel in unaric voice displays a list of all incoming and outgoing calls it allows users to quickly review, edit, or complete call records and provides visual indicators to highlight call outcomes and data completeness key features ✅ click on a name to open the related contact , lead , or account 📞 click on a phone number (for unidentified callers) to initiate a new outbound call ✏️ click edit to update the associated call activity 💾 if the save option appears, the call has not yet been saved click save to open the softphone and complete the call record you can configure the number of entries which are displayed in the call history list, in the call center adapter setup visual indicators in the call history list indicator meaning 🔴 red entry missed call (incoming) or unanswered (outgoing) 📞 phone icon visual cue for incoming and outgoing calls ⚪ gray entry incomplete data (e g , no contact assigned) see add tab → incomplete calls ❓ question mark (lightning only) caller could not be identified and no contact was manually assigned 🚫 missing edit/save buttons the call was not saved— do not save was selected during the call ui lightning you can click directly on entries to edit them or complete missing data clicking a phone number for an unidentified caller launches a new outbound call classic call behavior and layout are similar, but the interface may vary slightly in positioning and appearance incomplete documented calls the incomplete documented calls list helps ensure call data integrity by highlighting up to 100 recent calls that are missing required information , such as a call result or phone note this feature is disabled by default and must be activated through salesforce app launcher → unaric voice configuration this feature is available only in salesforce lightning and the service cloud console key features when enabled, this list allows users to identify calls that are incomplete and require attention manually complete each call by adding missing details delete entries if they are no longer relevant activate incomplete documented calls click save next to a call to open the softphone and add a phone note select a call result if there are more than 100 calls, use the next and previous buttons to navigate between pages click the delete icon to remove one or more entries from the list regularly monitor this list to ensure call records are complete for reporting, follow ups, and automation consider setting up call wrap up requirements to reduce the likelihood of incomplete entries