# Call tools and reports

> Follow live calls, search call history, submit a call report, mark spam, and compare call activity with goals.

Language: en-US. Product guide: https://agencymesh.app/help/call-tools-and-reports/.

Last reviewed October 1, 2026 by AgencyMesh Product Support · Checked against release 2026.10

Use Calls for live calls, history, and call reports. Call Metrics is in Reports. Call Report submits outcomes; Call Search reads existing reports.

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## Follow calls happening now

**Where:** Calls > [Active Calls](https://app.agencymesh.app/telephony/ActiveCalls).

To report a live call, use **Dashboard > Communications > Active Calls > Report**.

1. Choose **Office** or **Agent** in **Scope**, then select the office or agent. Results update automatically.
2. Click **Customer** or a linked number to open customer lookup. Use **Refresh** for an immediate update; the page also refreshes every 10 seconds.

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## Search call history and read a submitted report

**Where:** Calls > [Call Search](https://app.agencymesh.app/telephony/CallSearch).

Managers and Administrators can use **Mark as spam** or **Remove spam label**. **Copy** beside **Call ID** copies its reference.

1. Choose **Scope**, the office or agent, **Start**, and **End**. Enter **Phone #** to find a specific number.
2. Use **Advanced** for **Direction** and **Result**, then click **Search**. Keep at least one option selected in each group.
3. Click **View** in **Report** to read the submitted report. Use **Call Report** to add or change it.

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## Find completed calls that need a report

**Where:** Calls > [Call Report](https://app.agencymesh.app/telephony/CallReport).

**Device** filters this report; it does not choose the phone used for dialing.

1. Choose **Scope**, office or agent, **Start**, and **End**. Dates must fall between today and 31 days before today.
2. For an office search, narrow by **Device** if needed. Click **Search**, then the call’s **View** button.

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## Submit or update a call report

**Where:** [Call Report](https://app.agencymesh.app/telephony/CallReport) > View, or [Dashboard](https://app.agencymesh.app/) > Communications > Active Calls > Report.

**Sent SMS** records an outcome; it does not send a message.

| Item | Guidance |
| --- | --- |
| Completed-call Outcome | Answered, Voicemail Left, Voicemail Not Setup, Not in Service, Hung up, or Sent SMS. |
| Active-call Outcome | Answered, Voicemail Left, Voicemail Not Setup, Not in Service, Wrong Number, or Sent SMS. |
| Type | Marketing, Payment, Question, Quote, Renewal, Upsell, or Underwriting. |
| Language | English or Spanish. |

1. Enter **Agent Name**, **Customer Name**, and **Outcome**.
2. Choose **Type** and **Language**; add **Carrier** and **Policy Number** when relevant. Enter the required **Notes**.
3. Click **Submit**. Reopen the same call to update its report.

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## Review call activity and comparisons

Call Stats uses its own browser-saved **Set Goal** values, separate from monthly **Goals**.

| Item | Guidance |
| --- | --- |
| Activity trends | Reports > Call Metrics: choose Scope and office or agent. Select Month or Custom Range, set dates, then Get Metrics. |
| Goal comparison | Calls > Call Stats: choose Scope, office or agent, Start, and End, then Get Stats. |

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## Choose the phone used by calling links

Choose the calling phone in **Dashboard > Phone / Office** before using a click-to-dial link. Agent accounts select an office with an assigned phone; Office accounts select the phone beneath an office. **All Offices** does not choose a phone.

Use **How to find the right device** to match its MAC address. **Customer** links and standalone **Active Calls** numbers open customer lookup instead of dialing.

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## Customize the Call Stats comparison

**Where:** [Call Stats](https://app.agencymesh.app/telephony/CallStats) > Set Goal (under More actions on small screens).

Values stay in this browser and scale by the report’s counted weekdays. They do not change monthly office goals.

1. For an office, enter **Agents** and **Calls per Agent**; for an agent, enter **Calls**. Values must be at least 1.
2. Use **Change All Defaults** to change all listed subjects, or **Reset Defaults** to restore 2 agents / 60 calls per agent for offices and 60 calls for agents.
3. Click **Save Changes**, then **Get Stats**.

## Related guides

- [Calls, SMS, and customer messaging](https://agencymesh.app/help/calls-and-messaging.md)
- [SMS and MMS messaging](https://agencymesh.app/help/sms-messaging.md)
- [Goals and reports](https://agencymesh.app/help/goals-and-reports.md)