Call tools and reports
About this guide
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.
Follow calls happening now
Section titled “Follow calls happening now”Where: Calls > Active Calls.
To report a live call, use Dashboard > Communications > Active Calls > Report.
- Choose Office or Agent in Scope, then select the office or agent. Results update automatically.
- Click Customer or a linked number to open customer lookup. Use Refresh for an immediate update; the page also refreshes every 10 seconds.
Search call history and read a submitted report
Section titled “Search call history and read a submitted report”Where: Calls > Call Search.
Managers and Administrators can use Mark as spam or Remove spam label. Copy beside Call ID copies its reference.
- Choose Scope, the office or agent, Start, and End. Enter Phone # to find a specific number.
- Use Advanced for Direction and Result, then click Search. Keep at least one option selected in each group.
- Click View in Report to read the submitted report. Use Call Report to add or change it.
Find completed calls that need a report
Section titled “Find completed calls that need a report”Where: Calls > Call Report.
Device filters this report; it does not choose the phone used for dialing.
- Choose Scope, office or agent, Start, and End. Dates must fall between today and 31 days before today.
- For an office search, narrow by Device if needed. Click Search, then the call’s View button.
Submit or update a call report
Section titled “Submit or update a call report”Where: Call Report > View, or Dashboard > 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. |
- Enter Agent Name, Customer Name, and Outcome.
- Choose Type and Language; add Carrier and Policy Number when relevant. Enter the required Notes.
- Click Submit. Reopen the same call to update its report.
Review call activity and comparisons
Section titled “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. |
Choose the phone used by calling links
Section titled “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.
Customize the Call Stats comparison
Section titled “Customize the Call Stats comparison”Where: Call Stats > 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.
- For an office, enter Agents and Calls per Agent; for an agent, enter Calls. Values must be at least 1.
- 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.
- Click Save Changes, then Get Stats.