Call Records | Atlas | Documentation

Accessing Call Records

Navigate to the Records section for campaign-specific calls.

Call Record Details

Each call record includes:

Call Summary: Overview of the conversation
Call Transcript: Complete text record of what was said
Call Recording: Audio playback of the entire call

Recording Features

Play back recordings directly in the interface
Download recordings to your computer
Click “Open” to navigate back to the associated campaign

Batch Downloading Call Records

You can export call records in bulk from the call records table. The download button (down-arrow icon) appears below the table whenever the view is scoped to a campaign and at least one record matches the current filters.

Clicking it opens the Download Call Records dialog with two export options.

Send to Email

Requests a full export of the campaign’s call records and delivers it to the email address on your account.

Atlas queues the export and shows a Preparing Call Records notification.
You receive an email with the file once it is ready.

The email export always covers every call record for the campaign — table filters, sorting, and pagination do not limit it. If the campaign has no records available, no email is sent.

Download CSV

Saves the current table view immediately as a CSV file, generated in your browser with no server round-trip.

Includes all records matching the active filters and sort order, not just the rows on the current page.
Columns match the columns visible in the table. Depending on the view, these are: Time & Date, Contact, Phone Number, Campaign, Duration, Ended Reason, and Status.
Values are exported as they are displayed in the dashboard — for example, Ended Reason uses the friendly dashboard label, not the raw API value. See Call Status Messages Guide for the mapping.
The file is named call-records-YYYY-MM-DD.csv, using the current date.

Use Download CSV for a quick, filtered slice of the table, and Send to Email for a complete campaign export or when the record count is large.

For programmatic exports, use the Get call records endpoint instead.

Bulk Deleting Call Records

You can select and delete multiple call records at once directly from the call records table.

Selecting Records

Select individual records by clicking the checkbox on the left side of any row.
Shift-click to select a range of records at once.
Select all on the current page using the checkbox in the table header.

Deleting Selected Records

Once one or more records are selected, a Delete (n) button appears in the toolbar. Click it to open a confirmation dialog. Confirming the action will:

Optimistically remove the selected rows from the table immediately.
Send delete requests for each selected record in the background.
Display a notification with the outcome:
- Success — all selected records were deleted.
- Partial success — some records were deleted but others failed.
- Error — no records could be deleted.
Refresh the table to reconcile any differences with the server.

Deleting call records is permanent and cannot be undone.

Call Status Messages Guide

The EndedReason field in the Get call records API response indicates why a call ended. The dashboard displays user-friendly labels, while the API returns the raw values shown below.

API Value	Dashboard Label	Description
`assistant-ended-call`	Agent ended call	AI agent intentionally ended the call
`assistant-ended-call-after-message-spoken`	Message delivered	Agent completed call after delivering final message
`assistant-ended-call-with-hangup-task`	Agent hung up	Agent hung up after completing its task
`assistant-forwarded-call`	Call transferred	Agent successfully forwarded the call
`assistant-said-end-call-phrase`	End phrase detected	Agent recognized a goodbye phrase

API Value	Dashboard Label	Description
`customer-busy`	Line busy	Recipient’s phone line was busy
`customer-ended-call`	Customer ended call	Recipient hung up
`customer-did-not-answer`	No answer	Recipient didn’t answer

Connection Issues

API Value	Dashboard Label	Description
`phone-call-provider-closed-websocket`	Connection lost	Connection unexpectedly dropped
`twilio-failed-to-connect-call`	Twilio connect failed	Twilio was unable to establish the call
`twilio-reported-customer-misdialed`	Invalid number	Invalid or incomplete phone number
`call.in-progress.error-providerfault-transport-never-connected`	Call interrupted due to system error	Audio transport was never established

Platform Errors

These are transient faults in the voice platform itself. Calls ending this way were not answered or completed, and are safe to retry.

API Value	Dashboard Label	Description
`call.in-progress.error-assistant-did-not-receive-customer-audio`	Unable to get microphone access	No inbound audio reached the agent
`call.in-progress.error-atlasv1fault-worker-died`	Call interrupted due to system error	Voice worker terminated mid-call
`call.in-progress.error-atlasv1fault-worker-not-available`	Call interrupted due to system error	No voice worker was available to take the call
`call.in-progress.error-transfer-failed`	Call interrupted due to system error	Warm transfer to the destination failed
`server-shutdown`	Call interrupted due to system error	Voice service replica was drained (e.g. for a deploy or scale-down) past its deadline before the call finished

Duration & Other

API Value	Dashboard Label	Description
`exceeded-max-duration`	Max duration reached	Call reached maximum allowed duration
`silence-timed-out`	Silence timeout	Call ended due to prolonged silence (default 30s)
`voicemail`	Voicemail	Call diverted to voicemail
`manually-canceled`	Manually canceled	Call was manually canceled

If you encounter an EndedReason value not listed here, contact support@youratlas.com with the call ID.