Is filling out a Call Record required for every call?

It's optional but strongly recommended for every answered call — skipping it just means the record stays in your pending queue until someone fills it in later.

What happens if a Call Record is never completed?

Nothing is lost. It stays marked as pending in your Dashboard indefinitely, so your team can go back to it anytime; it just won't be searchable until it's filled in.

Do Call Records cover outbound calls, or only calls you answer?

Call Records are created for incoming calls answered through your Dashboard. If a call isn't answered at all, it may go to Voicemail instead, which is tracked separately from Call Records.

Can Call Records help with billing disputes or compliance reviews?

Yes, because every business call record captures what happened on a call, teams commonly use them to resolve billing questions, support compliance reviews, and document customer interactions.

Call Records for Every Business Call

Every call your team answers through Switchboard's cloud phone system creates a Call Record in your Dashboard; a quick, searchable log of who called, what was discussed, and what happens next. As part of Switchboard's broader call management software, VoIP Call Records help growing businesses keep accurate business call records, verify billing, coach agents, and spot calling patterns before they become problems.

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Pending Call Records

In the Agent Dashboard, you will only see the Call Records pending to be filled.

Records appear here the moment a call routed through your IVR & Queues is answered, so nothing slips through before it's logged.

If you want to access a more complete list, go to the Call Records menu option. You can quickly see pending call records assigned to your agent from the Dashboard. To fill it, press the View button.

List all Call Records

To easily locate a Call Record, use the filters on the page. You can also share the current URL with a colleague at your company; it will include your search without losing the filters.

Note the column on the right that will let you know if a Call Record is still pending to be filled with comments about the call.

Fill a Call Record

Once you have finished a call, you can fill out the call details. We recommend that you do it as soon as the call ends.

That's what turns every VoIP call record into a searchable part of your call management software; not just a note, but something your whole team can act on later.

You will receive an email every time you fill out a Call Record, with all the feedback details included in the comments. This way, if you ever want to search for a conversation by topic, we recommend searching using your email client’s filters.

Call Records vs. Call Recordings vs. Call Disposition

Call Records

The agent's own notes and context on what happened during a call, tied to that specific conversation.

Call Recordings

The actual audio, for when you need to hear the call itself.

Call Disposition

A fixed outcome tag like "Resolved" or "Follow-up needed." Switchboard's Call Records give you full notes instead of a single fixed code, so nothing gets flattened into a label.

Together, these make up Switchboard's call management software, everything you need to track, review, and act on every call your business handles.

See Your Call History in One Place

Start logging Call Records automatically the moment you connect Switchboard's cloud phone system; no extra software, no setup headaches.

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​Call Records for Every Business Call