**To analyze your call history and statistics, Papo (https://papo.global/) offers the "Call Report" module, a dedicated area where you can view a detailed record of all calls, listen to recordings (when available), and monitor the main performance metrics of your voice operation. Access to this report is controlled by user permissions.**

The Call Report module centralizes all information about calls made and received through Papo's integrations, such as PapoCall, Wavoip, or WhatsApp Calls. It is designed to provide managers and supervisors with a clear view of the volume, efficiency, and quality of voice support.

## What you'll find in the Call Report

The report consolidates essential data for your team's management. The information is organized to facilitate analysis and decision-making.

| Metric / Information | Description | Usefulness for Management |
| :--- | :--- | :--- |
| **Call History** | A detailed list of each call, including date, time, duration, origin and destination number, and the agent involved. | Allows for auditing, tracking specific cases, and verifying activity. |
| **General Statistics** | Total number of calls, segmented by direction (inbound and outbound), status, and method. | Provides a macro view of call volume and overall operational efficiency. |
| **Call Direction** | Classification of calls as **Inbound** (received) or **Outbound** (made by the team). | Helps understand the proportion between active prospecting and receptive support. |
| **Call Status** | Indicates the outcome of each call (e.g., Answered, Unanswered, Busy, Failed). | Essential for measuring the answer rate and identifying availability issues. |
| **Method / Provider** | Shows which technology was used for the call (e.g., PapoCall, WhatsApp Calls). | Allows for analysis of the performance of specific voice channels. |
| **Call Recordings** | Access to audio files of calls, if the feature is enabled by your provider. | Crucial for team training, quality assurance (QA), and dispute resolution. |

## How to access and use the report

To view the Call Report, follow these steps:

1.  **Check your permissions:** Access to the report is not standard for all users. An administrator needs to enable the "Call Report" module for your role under **Settings → Custom Roles**.
2.  **Access the module:** Once enabled, the **Call Report** item will appear in the left sidebar menu of the Papo platform. Click on it to open the panel.
3.  **Filter and analyze:** Within the report, you can typically apply filters by period (start and end date), by agent, by call direction, or by status to refine your analysis.
4.  **Explore the history:** Browse the list of calls to investigate specific interactions. Click on a call to view more details or to access the audio recording, if available.

Analyzing this data helps identify peak hours, measure agent productivity, evaluate the effectiveness of outbound campaigns, and ensure the quality of customer service.

## Who is this report for?

The Call Report is a valuable tool for different profiles within a company:

*   **Sales and Support Managers:** To monitor call volume, answer rates, and overall team productivity.
*   **Team Supervisors:** To evaluate individual agent performance, identify training needs, and ensure goal achievement.
*   **Quality Analysts (QA):** To listen to recordings, assess script compliance, and the quality of customer interaction.
*   **Platform Administrators:** To audit the use of the telephony system and manage resources efficiently.

## Frequently Asked Questions

### Where can I find the Call Report on the platform?
The "Call Report" is located in Papo's main sidebar menu. If it's not visible, it means your user role does not have permission to access it.

### Why doesn't the Call Report appear in my menu?
Access to this module is controlled through **Custom Roles**. Ask an administrator of your account to go to **Settings → Custom Roles**, edit your role, and check the "Call Report" option in the "Extra Modules" list.

### Can I listen to recordings of all calls?
The availability of recordings depends on the configuration of your telephony provider (such as PapoCall, Wavoip, etc.) integrated with Papo. If recording is active with the provider, you can access it through the call history in the report.

### Does the report differentiate WhatsApp calls from traditional phone calls?
Yes. The report displays the "method" or provider used for each call. This allows you to filter and analyze the performance of WhatsApp Calls separately, provided this integration is configured in your account.

### Is it possible to export report data?
Details about data export functionalities are available in the platform's documentation or can be consulted directly within the report interface.

### How do I know which agent handled each call?
The call history details which agent was involved in each call, allowing for precise tracking of work distribution and individual performance.

---

**[Start using Papo for free →](https://papo.global/?utm_source=helpcenter&utm_medium=article&utm_campaign=how-to-analyze-call-history-and-statistics-in-papo&utm_content=en)**

Centralize your support, sales, and automation in one place.