Manage Calls

Calls help you record, monitor, and review every conversation with your leads and customers. Frappe CRM keeps a complete history of inbound and outbound calls, making it easier to track follow-ups, review interactions, and improve customer communication.

Each call is linked to the corresponding lead or deal, ensuring your team always has the complete communication history in one place.

Make a Call

You can initiate calls directly from a lead or deal record.

1. Open a Lead or Deal.
2. Choose one of the following options:
   • Click the Call icon in the record details.
   • Open the Activity tab, click + New, and select Call.
3. Complete the call.

After the call ends, the activity is automatically recorded and becomes available in the Calls tab of the associated lead or deal.

View Call History

Every lead and deal includes a dedicated Calls tab that displays all related call activities.

From the call history, you can:

• Review previous conversations.
• Access available call recordings.
• Track communication history for each customer.
• Maintain complete interaction records throughout the sales cycle.

Call Logs

The Call Logs page provides a centralized view of all calls across your CRM. It helps sales managers and teams analyze communication activity, monitor performance, and identify opportunities to improve customer engagement.

Analyze Call Data

Call logs support several reporting and filtering options to help you understand your team’s communication patterns.

Call Details

Filter and review calls based on:

• Date range
• Time
• Call type (Inbound or Outbound)
• Duration
• Sales representative
• Customer

Agent Performance

Evaluate individual performance using metrics such as:

• Total calls handled
• Answered calls
• Average call duration
• Call success and conversion rates

These insights help managers identify coaching opportunities and measure team productivity.

Customer Analysis

Analyze customer communication by reviewing:

• Call frequency
• Communication trends
• Customer interaction history
• Recurring discussion topics

Understanding customer communication patterns helps improve engagement and relationship management.

Outcome Analysis

Track the result of each customer conversation to understand sales effectiveness.

Typical outcomes include:

• Successful sale
• Follow-up required
• No response
• Meeting scheduled

Monitoring call outcomes helps identify where prospects progress through the sales pipeline and where improvements are needed.

Call Recording Analysis

When recordings are available, they can be reviewed to:

• Evaluate communication quality.
• Identify coaching opportunities.
• Maintain service quality standards.
• Capture customer feedback and requirements.

Best Practices

• Log every customer call to maintain a complete communication history.
• Review call recordings regularly for coaching and quality improvement.
• Use call outcomes to prioritize future follow-up activities.
• Combine calls with notes and tasks to keep customer records complete.
• Monitor call reports regularly to improve team performance and customer engagement.