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:

SCHEDULE A CALL

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