The Call Logs is a database of all calls received by your company, including details about the calls and actual recordings. Using the Call Logs menu you can review, sort, and search calls from any date.
Begin by selecting Call logs from the ACD Panel menu.
Selecting What Calls Are to Be Shown
The three buttons on the top right corner gives you a control over what calls to show out of the entire calls database.
First click on the Date Selection menu button and choose from Today, This Week, Last Week, This Month, Last Month, or Custom. Custom lets you specify any date range. Today is the default choice.
Once the information is displayed you can narrow it down by clicking on the Magnifying Glass icon to perform a specific search. For example one of your agents need to return to a customer who called last week. He only remember his first name. You can bring up all the calls from last week and enter the customer’s name. The search tool, however, is much more powerful than merely a name search. You can enter a customer’s phone number (even just partial), a queue he was assigned to, or just about anything that is recorded by the database. Here, for example, we even narrowed the search down based on time duration.
Note that the search results may show calls with seemingly no connection at all to the search phrase. This is because those call have extra details which are not shown that do contain the search phrase. We will discuss those extra details shortly, when we talk about Flow.
Don’t forget to delete the search phrase once you found the desired record, otherwise it will keep affecting any further selection you perform!
Similarly, instead of a specific search, you can filter the results for more general findings. To do that click on the Filter icon which will bring up the filter window.
Here you can choose to filter the results based on one or more Queues, by one or more Agent(s), or by Hold or Talk time.
- In the Queue or Agent drop-down menus, click check-boxes to select the specific items for which call logs will be displayed. What is not selected will be filtered out.
- In the Hold or Talk time you need to specify a duration by first selecting seconds, minutes, or hours in either From or To fields. When you do that you can adjust the duration by clicking the up or down arrows that shows up to change the relevant digits.
Click Update to apply the filters, or Clear to remove all filters.
You can select several filters at once. For example select a "Sales" Queue and then select a Talk Time duration of one minute. Or you can apply a filter, view the results and then apply another filter on top of the results shown. For example first filter to find agent Jon Bird, then apply another filter to find all calls he made that lasted between ten and fifteen minutes.
Details, Sorting, and Call Flow
There are certain details available to you once you find a call that you were looking for. You can see that each call is identified with the following:
- Phone Number - Self explanatory. The phone number as well as the caller ID of the client or, in case the call is internal or outgoing, another employee.
- Arrived from - "Ivr: Auto Attendant Main..." is the main greeting a customer hears when he calls the company, and where he is prompted to select a department. A call may also arrive directly from an internal extension or from a queue.
- Queue - What queue the call was distributed to, either by the customer's own selection or by the ACD's own rules. The queue shown is the last one that ACD moved the call to during its flow (more about this shortly).
- Agent - The last agent to handle the call.
- Date & time - Date and time the call was initiated and got registered in the log.
- Hold time - Total hold time for the call between all the queues and agents that handled it.
- Talk time - Total talk time for the call between all the agents that handled it.
- Recording - A play icon next to a call to indicates that a recording exist for it or one of its flow segments. The actual recording is available once you open the flow for the call (see below).
Notice the small arrows next to Queue, Agent, Date & time, Hold time, and Talk time. These allow you to sort the list of calls shown. One click on any arrow pairs will select the category and sort in ascending order, another click will sort it by descending order. Click on another category to resort the list accordingly.
The list can only be sorted by one category at a time. Which category is currently selected for sorting? This is indicated by the category having only one arrow next to it, instead of a pair. In case of the example above this is Date & time.
The details provided for a call are only the initial ones marked for it. If you click on any call you will bring up its Call Flow details, showing you a complete history of all the queues, agents, and automatic distribution that it went through since the client or an agent placed it.
Here, for example, the flow shows you that the call was first received by the "Ivr: Auto Attendant Main" (main greeting), it was then moved to "Queue:Sales Department", was accepted by Jeremiah Robinson, the customer then dialed a direct extension "2326", before hanging up.
- The first column is tells you were is the call coming from.
- Second column shows who it was received by.
- Third shows the time of reception.
- Fourth the duration of time of holding or talking.
You probably see that as calls move through the flow, the "from" continuously becomes the "received". For example if a call is received by the Sales Department, and moved to the Technical Support department, than Sales Department is first the recipient and then it becomes the source the call is coming from. If Technical Support further moves the call it will then become the new source of the call etc.
The flow also allows you to listen to audio portions from specific flow sections. Click the green play icon next to a section to open and play a section with a simple audio player, or you can download the section by clicking on the green down arrow icon.
By default the system does not store every recording. Please contact us to manually activate this feature.