Call Reporting in AMS+

Note for Enhanced Records accounts: This article references Sales Record functionality and the Sales Enablement Visible permission. These do not apply to your account. You can check your account's subscription package on the Subscription page.

This article outlines how to run call recordings and call log reports in AMS+ to track calling activity and access recording files.

For more on using VoIP features in AMS+, including training and related resources, see this feature overview.

Requirements

• Your agency’s AMS+ account must be subscribed to the Elevate package.
• Your agency’s AMS+ account must have at least one VoIP phone number. Learn more.
• You must be logged into AMS+ as an Agency User or Agent CRM User.
• You must be assigned to a Security Group with the Sales Enablement Visible permission.

Call Recordings Report

The Call Recordings report generates a list of all inbound and outbound call recordings for a specific phone number.

Go to the Reports page.

In the Tasks & Communication section, select and open the Call Recordings report.

Enter a phone number and run the report.

The report displays:

• Call date and time
• From number
• To number
• Recording file
• Owner (associated Agent Record, Individual Record, or Sales Record, if available)

You can also:

• Listen to recordings
• Download recordings
• Adjust playback speed directly within the report

Call Logs Report

The Call Logs report shows all incoming and outgoing calls across AMS+.

Go to the Reports page.

In the Tasks & Communication section, select and open the Call Logs report.

(Recommended) Specify the Call Direction: inbound or outbound.

(Optional) Select an Agent (only visible to users assigned to a Security Group with the Manage Users permission).

Please note, this filter is only available if you belong to a Security Group with the 'Manage Users' Administrative permission.

(Optional) Enter a Call Date.

(Optional) Enter a Phone Number.

(Optional) Select an Inbound Phone Number (a VoIP phone number in your AMS+ account).

(Optional) Select an Outcome.

Outcomes include Completed, Voicemail, and Missed. For more details, refer to the Call outcomes section of this article.

Choose one of the following to generate results:

• Summary Report: Displays the total number of calls, individual call durations, average call duration, and total time used, helping you track minute usage.
• Detailed Report: Includes links to associated Sales Records for quick access to notes and recordings.
• Download Results: Exports the same data as the Detailed Report in Excel format.

Call outcomes

• Completed - Call was answered by an agent.
• Voicemail - Caller left a voice message.
• Missed - Nobody answered, and no voicemail was set up.
• No-Answer - There was no answer or the call was rejected.
• Busy - The caller received a busy signal. Should be rare and probably would only happen if calls are forwarded.
• Forwarded - Call was forwarded or transferred to another number.