How to use call timeline in Aloware

The Call Timeline gives you a step-by-step record of what happened during a call. Instead of guessing why a call was missed, dropped, or abandoned, you can look at the timeline to see exactly when the caller pressed an IVR option, when an agent joined, how long the call was on hold, and who ended it.

This makes it easier for teams to solve problems quickly, adjust workflows, and provide a better experience to customers.

The call timeline is always tied to a specific call. You can open it from three places in the app:

Once a call ends, its timeline is created automatically and remains accessible without any expiration date.

When you open a timeline, you’ll see detailed information about the call. Caller information, such as the phone number or contact name, appears at the top.

The timeline also records timestamps both in the caller’s time zone and relative to when the call began. For instance, if an agent left the call after 27 seconds, that event will be clearly marked with the exact time and date.

You’ll also find IVR selections, which show which option the caller pressed during the call, though the action tied to that option isn’t displayed.

If the call was answered, the timeline identifies the agent (including AI agents) and records the wait time, hold time, and talk time. It also shows when each participant joined or left the call.

Other events, such as when a call was placed on hold, when whispering or barging occurred, and when the call ended, are included with precise timestamps.

If a voicemail was left, the timeline displays its duration. In the case of missed or abandoned calls, the record shows the time these events occurred.

Different types of calls generate different kinds of timelines. For example, in a call with whispering or barging, you’ll see the moment a supervisor joined and left the call. When a call is put on hold, the timeline marks both when it was paused and when it resumed.

In IVR scenarios, the selected branch is recorded, so you know exactly which option the caller chose. These visual records make it easier to track the flow of events without relying solely on memory or notes.

Other events, such as when a call was placed on hold, when whispering or barging occurred, and when the call ended, are included with precise timestamps.

If a voicemail was left, the timeline displays its duration. In the case of missed or abandoned calls, the record shows the time these events occurred.

Some details are not yet part of the Call Timeline. At this stage, the timeline does not display mute or unmute actions, call transfers to internal numbers, or the number an internal transfer was directed to.

Similarly, the process of enqueueing a call to an agent or a team is not fully captured. You won’t see the ringing rules used, how long the phone rang, or which agents were tried but did not answer.

For missed calls, while the timeline shows when a call was missed, it does not explain the reason, such as whether the agent declined, was already on another call, or the caller hung up first. Likewise, reasons behind abandoned calls, like calls outside business hours or hang-ups during IVR, are not yet shown.

The Call Timeline provides more than just a log. For admins and supervisors, it is a way to trace the full journey of a call, from the initial connection to its final outcome.

This visibility can uncover why certain calls are being abandoned or why customers are not reaching agents.

For agents, it provides clarity about their own calls, showing exactly how interactions unfolded.

By bringing all these events together in one place, the Call Timeline improves transparency across the system. Teams gain better insight into call handling, managers can make informed adjustments, and users feel more confident knowing that every call has a clear and traceable history.