---
title: History & Reporting
slug: voice/history-and-reporting
description: Access complete call history and reporting in Unaric Voice to analyze team performance in Salesforce.
docTags: 
createdAt: 2025-06-25T15:21:16.000Z
---

## 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

::::VerticalSplit{layout="middle"}
:::VerticalSplitItem
**Lightning**

![](https://api.archbee.com/api/optimize/10Nod6Ww95R3dPr0k0TCJ/EpEMhAgtjO0S28JVue5Nk_image.png)

- 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.


:::

:::VerticalSplitItem
**Classic**

![](https://api.archbee.com/api/optimize/10Nod6Ww95R3dPr0k0TCJ/otG3LJGT0y_wkDp4IaIso_image.png)

- 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.**

:::hint{type="info"}
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

::Image[]{src="https://helpserver.biz/onlinehelp/cdc/sf/5.0/help2000/images/hmfile_hash_1df84c0b.png" size="42" width="266" height="438" position="center" caption="Incomplete calls list" darkWidth="266" darkHeight="438" showCaption="true"}

- 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.

:::hint{type="success"}
- 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.
:::