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Activity and call reports
See how many calls your workspace handles and how they end, and look back at what your Apps and AI agents did.
Crulon shows your call numbers on the home page and in Plan & billing > Analytics, and keeps a record of what your Apps and AI agents did in App activity.
- Where
- Home; Settings > Plan & billing > Analytics; Build > App activity
- Plans
- Every plan. App activity needs an App installed
- Who can see it
- Home page numbers: everyone. Call activity, Analytics and App activity: Workspace Admins and Managers, to start
The home page
The home page shows your Total Contacts, Calls (all time, today and this week), Active Agents and Open Tickets.
Below them, Call activity shows:
- Call Volume: calls each day.
- Call Outcomes: how calls ended, such as resolved, transferred or voicemail.
- Calls, Minutes, Avg duration and the Busiest day, by number of calls.
Choose Last 7 days, Last 30 days or Last 90 days. Days run midnight to midnight UTC, so a day can start a few hours before or after your own midnight.
Analytics
Settings > Plan & billing > Analytics looks at a date range you choose, last month to start. Select the dates, then Apply.
| Measure | What it counts |
|---|---|
| Total Calls | Every call in the range, in and out, across the whole workspace |
| Resolution Rate | Calls whose outcome is Resolved |
| Escalation Rate | Calls whose outcome is Escalated: handed to your team. Transfers count separately |
| Total Minutes, Avg per Call | Call length, of every call |
| Avg per Day | Total minutes divided by the days in the range |
| Peak Day | The day with the most minutes |
| Active Contacts, Contact Health | All your contacts by status, whatever the range |
The charts show calls or minutes per day, how calls ended, and your most common ticket categories in the range.
Analytics can’t be filtered by number or teammate, and can’t be exported.
App activity
Build > App activity lists what your installed Apps did and what your AI agents did through them: a customer looked up, a ticket sent to another system, each sync, and changes to an App’s connection or settings. It doesn’t record people’s own changes, such as members, roles or workspace settings.
Each line says what happened, who or what did it (a Person, an AI agent, a Schedule or the System), when, which App, and whether it Succeeded, Failed, was Cancelled or Timed out. Repeats within a few minutes fold into one line with a count: select it to see each one.
- Filter by App, source, outcome, type and date, or search. The address keeps your filters, so you can share a view.
- On a record: a device or ticket shows Activity from Apps for just that record. An App’s own page shows its activity too.
- Export CSV downloads what’s on screen, up to 10,000 lines. Narrow the dates for more.
App activity is kept for 12 months.
Other records
| Record | Where | What it shows |
|---|---|---|
| Call details | Conversations, on each call | The summary, transcript, outcome, Tools used and handoffs. See Conversations |
| Who listened | Conversations > Calls | Who played, downloaded, listened in on or read the transcript of the calls you handled |
| Phone number history | A number’s page, History | Changes to the number and who used it |
| Call Flow history | A flow’s Audit Log | Changes to the flow |
| Compliance log | Outbound > Settings | What was checked before each AI campaign call. See Outbound settings |
| Campaign results | A campaign’s Export CSV | Every call in the campaign |
There’s no export of your whole call list.
Who can see what
| Workspace Admin | Manager | Agent | |
|---|---|---|---|
| Home page numbers | Yes | Yes | Yes |
| Call activity and Analytics | Yes | Yes | No |
| App activity | Yes | Yes | No |
| Export App activity | Yes | No | No |
If something goes wrong
If you’re an Agent, you don’t have the View Analytics permission. Ask a Workspace Admin.
It needs an App installed and the View App activity permission, which Workspace Admins and Managers have to start.
Choose a shorter range under When, and export in parts.
Days are counted in UTC, so calls near midnight can land on the next or previous day.
Last updated 18 Oct 2026