Analytics
Export Call Records
Download your Waveline call records as a CSV file to review activity in a spreadsheet, prepare reports, or work with the data outside Waveline. Choose the reporting period, inbox, and columns before downloading.
Where to find it
In the web app, open the side menu, select Analytics, then select Export CSV.
If you are using the mobile app, open Waveline in a web browser to export call records.
Choose which calls to export
Before opening the export dialog, select the date range and inbox in Analytics.
Choose a specific inbox to focus the export on that inbox, or All inboxes for a broader export. Check the downloaded records before sharing the file.
See Using Filters and Charts for help selecting the reporting scope.
Export call records, not chart images
The CSV contains call records for the selected filters. It does not contain screenshots of charts or a copy of every Analytics summary measurement.
Exports contain finished external calls. Internal calls and calls still in progress are not included. Forwarded and transferred activity can also appear, so one caller's interaction can produce more than one record.
Download the CSV
- Select Export CSV in Analytics.
- Turn on Include outbound calls if you want outgoing calls included. This option is off by default.
- Under Columns, select the information you want in the file.
- Use Select all or Deselect all if helpful. At least one column must remain selected.
- Select Export CSV in the dialog.
- Wait for the download, then open the file in your preferred spreadsheet application.
The filename includes the selected date range so you can identify the reporting period later.
Large exports can be limited to the most recent matching records. Use shorter date ranges and a specific inbox when you need a complete report. Check the earliest and latest dates in each file; if records still appear to be missing, contact Waveline Support with the selected filters.
Understand the available columns
| Column | Description |
|---|---|
| Date | The call record’s start date. |
| Time | The call record’s start time. |
| Direction | The type of call activity, such as Inbound, Outbound, Forwarded, or Transferred. |
| Your Number | The business number associated with the record, when available. |
| Number Label | The saved label for that business number. If no label is available, the number is used instead. |
| External Number | The external caller’s or recipient’s phone number, when available. |
| External Caller Name | Reserved for caller names. This column is currently blank. |
| Duration (seconds) | The elapsed time between the record’s start and end, expressed in seconds. |
| Duration (formatted) | The same duration displayed as minutes and seconds, or hours, minutes, and seconds for longer calls. |
| Status | The recorded outcome, such as Answered, Missed, Abandoned, Voicemail, Forwarded, Transferred, or No Answer. |
| Call SID | A technical call identifier that can help identify a call during support investigations. |
Call SID is not selected by default.
Compare exports with Analytics
The CSV and Analytics answer different questions. The export provides individual records, while Analytics calculates counts, percentages, and timing measurements.
Before comparing them, check that you used the same date range and inbox, and whether outbound calls were included.
Internal activity shown in Analytics is not included in the CSV. Forwarded or transferred activity can also produce multiple exported records for the same caller, so the row count should not be treated as a count of unique calls.
Chart-specific controls, such as hiding abandoned calls in Inbound Calls by Number, do not change the export settings.
Exported duration measures elapsed time from the record’s start to its end. It should not be assumed to match an Analytics talk-time measurement.
See Call Outcomes and Response Times for help interpreting Analytics totals and overlapping activity.
Common questions
The export says no calls were found
Check the selected date range and inbox. If you are looking for outgoing calls, turn on Include outbound calls, then try again.
Why are internal calls or calls still in progress missing?
The CSV contains finished external calls. Internal calls are not included. Wait for an external call to finish before exporting it, and check that its start date falls within the selected range.
Why are older calls missing from a large export?
A large export can reach its record limit before including the entire selected period. Choose a shorter date range or one inbox and export again. Check the date coverage in each file rather than assuming the first download includes every call. Contact Waveline Support if a smaller export still appears incomplete.
Why does Number Label show a phone number?
The export uses the phone number when no saved label is available for the record’s business number.
Why does the file show No Answer rather than Outbound No Answer?
The CSV currently labels that outcome No Answer. Review the Direction column alongside Status to understand the record.
The download did not appear
Check your browser’s downloads list and any message in the export dialog. If the export failed, review the message and try again. If it continues to fail, contact Waveline Support with the selected date range, inbox, and error message.