Call Logs
This section provides you with an overview of how to access, filter, and analyze call logs made by all agents.
View All Calls
You will see a list of all calls made by your agents. Each entry includes essential details:
Started At: The date and time when the call began.
Direction: Indicates whether the call was inbound (received) or outbound (made).
To: The phone number that was dialed or received during the call.
From Agent: The name of the agent who handled the call.
Duration: The total length of the call, measured in minutes and seconds.
Ended: The date and time when the call concluded.
Answered By: Specifies whether the call was answered by a live person, went to voicemail, or was missed.
Status: The current status of the call, such as completed, missed, or in progress.
Filter Calls
To help you quickly locate specific calls or analyze particular trends, the Call Logs feature allows you to filter calls based on several criteria, including:
Date Range: Select a specific date or range of dates to view calls made within that timeframe.
Agent: Filter calls by the agent who handled them, making it easy to assess individual performance.
Call Status: View calls based on their outcomes, such as completed, missed, or voicemail.
Direction: Filter calls based on if they are inbound or outbound.
Call Details
Clicking on a specific call entry will provide you with a detailed view of the call, including:
Metrics: Detailed metrics about the call, including duration, call type, and any notes made during the call.
Summary: View a generated summary of the call, highlighting key points and outcomes to quickly grasp the main takeaways.
Call Transcript: Access the full transcript of the call, providing insights into the conversation flow and key topics discussed.
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