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Review the calls list

A Supervisor reviews the calls they may see in one list, filters it to find missed or unlinked calls, and opens a call.

When this happens: Supervisor opens Calls.

Step by step

  1. 1

    Open Calls.

    Lists calls newest first: time, direction, customer, line, state, ring time, talk time, handled by, outcome and a recording indicator, 25 per page.

  2. 2

    Filters Period This week, State Missed and Connection Phone — Vânzări.

    EasyCRM shows the matching calls, for example Maria Popescu, Mon 09:12, Missed, ring 24 s.

  3. 3

    Click the row.

    EasyCRM opens the customer's conversation at that call.

Other paths

Unlinked calls only

Ticks Unlinked only. Lists calls with neither a contact nor a started-from record: withheld-number calls and softphone calls to unknown numbers. Opening a row shows the call detail panel: events timeline, notes and outcome, recording, Link to contact and Block.

Sort and page size

Sorts by talk time, or sets 100 per page. Applies it; only allowed columns sort, anything else uses the default order.

Filter by user or outcome

Filters User Ion Rusu, Outcome Complaint, With recording. EasyCRM shows the matching calls.

Blocked calls

Ticks Blocked. Lists calls from blocked numbers, which are excluded from reports.

Operator's own view

Open the same list. EasyCRM shows the calls the Operator answered or made (including calls transferred to them), the calls whose conversations the Operator may see, and, for an Operator with team scope through the sales hierarchy, the calls their team handled. Unlinked calls are shown only if the Operator handled them.

Missed calls awaiting a callback

Ticks Missed calls. Lists the missed calls whose conversations still carry the Missed call — call back marker (UC-29.7 ), so nobody's missed call is forgotten.

A call the viewer cannot open as a conversation

Click the row of a call they handled whose conversation is outside their visibility scope (for example because they hold no EasyCrm.Inbox). EasyCRM opens the call detail panel instead of the conversation: events timeline, notes and outcome (the handler can edit them, UC-29.13) and, per permission, the recording. The same panel opens for unlinked calls.

If something goes wrong

Hidden number and masked customer

A withheld call shows Hidden number. Where the Phone field is not permitted for the viewer, the number is masked (+373 69 ••• 432).

Conversation out of scope

A linked call whose conversation is outside the viewer's visibility scope is listed only if the viewer handled it or their team did (); its row opens the call detail panel ().

Permission missing

Without EasyCrm.Calls the menu entry is hidden and the route is refused.

No calls match

EasyCRM shows No calls match these filters with a Clear filters action.

Good to know

  • A call is visible to you who handled it, to users whose visibility scope covers its conversation and, with team scope, to the handler's manager; an unlinked call only to you who handled it and holders of EasyCrm.Calls.Manage.
  • Customer names and numbers follow the permitted-field policy.
  • The list follows the standard list conventions (25/50/100 per page, allowed sort columns).
  • Times are shown in the your time zone.
  • A row opens the conversation when the viewer can open it, otherwise the call detail panel — for linked and unlinked calls alike.