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What is a call center software?

A call center software is a tool that helps you handle the inbound and outbound telephony operations of your business. A call center software can greatly benefit your business by serving as a central platform to handle all operations like calling, routing, reporting and measuring agent performance. Call center supervisors and managers can use a call center software to track key call center metrics, and improve the performance of their customer support team which in turn helps improve end customer satisfaction.

Why choose a cloud-based call center software

Switch to a new call center software at minimal cost

Switching your phone system is easy when you are moving to Freshdesk Contact Center. You can let go of your outdated phone system and set up Freshdesk Contact Center with minimal disruption to your existing workflows.

  • Set up call queue and IVR menus with ease using our no-code builder
  • Port in your existing phone numbers
  • Connect your SIP phones
When you need a Call Center software When you need a Call Center software

Onboard your team to a modern phone system in no time

Add agents and create teams easily through our simple and intuitive UI. Whether they are seasoned customer support agents or new hires.

  • Easy to navigate and operate
  • Low learning curve
  • Start taking calls from day one!
Modern call center software Modern call center software

Be assured of data security and call quality

We take security seriously and our servers are hosted in a world-class data center that is protected by biometric locks and 24-hour surveillance. 

  • Up to date application with latest security patches 
  • GDPR compliant, HIPAA and PCI ready. 
  • Ensuring top-notch call quality through world’s best WebRTC testing tools
Secure call center software Secure call center software

Seamless Integrations with your favorite tools

Don’t let agent productivity dip due to constant application switching. 

Freshdesk Contact Center is a call center software that integrates with CRMs, Helpdesk and other business tools to ensure all your information is in one place. 

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freshcaller integration freshcaller integration

Here’s how you can use call logs in Freshdesk Contact Center

To begin with, after you successfully sign up for Freshdesk Contact Center, add your team, purchase phone numbers & set up basic call queues, you can start making & answering calls. 

  • Every call that you handle gets automatically logged in the Call Metrics tab & can be accessed by all agents, supervisors, admins, and account admins.

  • You can access two types of Call Logs from within Freshdesk Contact Center,

    • Basic Metrics: Provides the basic details, for example, the name of the caller/company/customer, the type of call (inbound or outbound), the call timestamp, and the agent who received or made the call

    • Advanced Metrics: Provides deeper insights on the performance and operational efficiency of your call center on top of deriving insights from the basic call metrics.


usage of call logs usage of call logs

Call log details in Freshdesk Contact Center

Choose the right cloud telephony software to be on top you customer conversations 24/7

View full call history 

Have a holistic understanding of your customer’s interaction history

Read & refer to call notes

Search for any call note, access it & listen to it in no time

Access call transcription

Save time by quickly going through transcribed call scripts

Track abandoned metrics

Improve customer experience by keeping a close eye on abandoned metrics

Filter call logs

Navigate to the relevant set of call logs with the easy to use filters

Play recording

Quickly listen to any call recording from one single screen

F.A.Q on Freshdesk Contact Center's Call logs capability

How long will the call logs be stored in Freshdesk Contact Center DB?

All call logs in Freshdesk Contact Center are stored & can be accessed until the customer is active.

Once the customer deletes/cancels subscription as part GDPR we delete everything within 14 days from the date of account cancellation.

What are the different languages supported during call transcription?

Currently Freshdesk Contact Center support transcription in English only.

Can deleted call logs be restored?

Once deleted, call logs cannot it be restored.


What information can you find in Freshdesk Contact Center Call logs?

Freshdesk Contact Center call logs supports an extensive  list of call metrics for agents, supervisors, admins & account admins to access. Find more details on this from here.