This article addresses the call logs of all calls in a call center. If you are referring to logs of a single agent, please click HERE.
1. View details of active calls
- First, you need to choose an interval to refresh the report (10 seconds, 30 seconds, 1 minute or 5 minutes), or refresh manually.
- Details of a call:
- Transaction ID
- Caller
- Destination (Virtual line number)
- Call type:
- incoming
- callback
- Status:
- Talking
- Waiting
- Start time and Talk time
- Queue
- Agent
- Actions:
- Barge: Join the conversation of caller and agents
- Monitor: Listen to the conversation of the caller and agent
- Whisper: Talk to the agent only
- Force hangup
2. View details of answered calls
- The report is filtered by Call type (incoming, callback) and Date
- Details of a call: Transaction ID, Caller, Destination (Virtual line number), Start time, Queue, Agent, Status, Disposition code and Notes
- The export option is available anytime.
3. View details of unanswered calls
- Unanswered calls: calls are assigned to a particular queue but are not picked up (Reason: all agents are not available / the call is assigned to an agent but the agent doesn’t pick up)
- The report is filtered by Call type (incoming, callback) and Date
- Details of a call: Transaction ID, Caller, Destination (Virtual line number), Start time, Queue, and Status
- The export option is available anytime.
Demonstration:
