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.
Select Call Logs from the Analytics menu to start.
Narrowing the Selection of Displayed Calls
There are three buttons on the top right corner to narrow down the calls shown out of the entire database.
Click on the Date Selection menu button and choose from Today (the default option), Yesterday, This Week, Last Week, This Month, or Last Month. Choose Custom to specify any date range and even the ending and starting times for the range.
Once the information is displayed you can further narrow it down by clicking the Magnifying Glass icon to perform a specific search.
For example one of your users 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:
If you are wondering why the search results also show a call with a duration of 00:00:25 seconds, that is because this call has extra details which are not shown here that contain a "00:11" records. We will discuss such 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 future selections.
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 a group, by one or more users, by call time, or by call type.
- In the Group or User drop-down menus check the specific items for which call logs will be displayed. What is not selected will be filtered out.
- To use Filter by Call Time you need to specify a duration by clicking the seconds, minutes, or hours in either the From or To fields. Then adjust the duration by clicking the up or down arrows to change the relevant digits.
- In Filter by Type you can select from Incoming - calls that arrived from outside clients to users, Outgoing - calls that were generated by users to outside clients, or Internal - calls between users in your company.
Click Update to apply the filters, or Clear to remove all filters.
You can select several filters at once. For example select a "Sales" group and then select a Call Time of 11AM-1PM. 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 user Laura Bird, then apply another filter to find all outgoing calls she made.
Some filter combination may result with the message "No call logs found". In this case click Reset filters to remove
Details, Sorting, and Flow
There are certain details available to you once you find a call. Each call is identified with the following fields:
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.
Called Number - you will mostly see here Auto Attendant Main Menu. This is the main greeting a client hears when he calls the company and where he is prompted to select a department.
Other possibilities are Record - a voicemail recording for outgoing calls, a phone number that was either dialed for outgoing calls or incoming calls (bypassing the main menu), or Hangup - in case the client hanged up the call immediately before hearing the main menu greeting.
Type - either Incoming, Outgoing, or Internal.
Arrived To - this is where the call arrived after a client made a selection or where he was redirected. If he didn't make a selection it will be identical to Called Number.
Date & time - the date and time the call was initiated.
Call time - the duration of the call in its first destination. Mostly this is an indication of the how much time a client spent with the main greeting. Additional call times for further destinations are discussed below in the flow section.
Talk time - total talk time for the call between all the agents that handled it.
Recording - recording are kept for some calls or call segments. If one exists for the first call segment it will be indicated by a grey audio player icon next to the call.
Click anywhere on the call to show its flow details and then click any green audio player icon to open an audio window for the relevant call segment. In the window you can play, pause, and set volume. This recording is also for the first destination the client encountered, with additional recordings available for his further destinations. Recordings are also made for outgoing calls.
By default the recording feature is not activated for every account. Please talk to your administrator or contact us to manually activate it.
Notice the small arrows next to Type, Arrived To, Date & time, and Call 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 filed that is currently selected for sorting is indicate by a single arrow showing either the ascending or descending order.
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 shown for each call are only for its initial segment. If you click on any call you will bring up its the Call Flow details, showing you a complete history of all the groups, users, and automatic distribution that it went through since it was placed.
Here, for example, the call flow shows you that the call was first received by the "Auto Attendant Main Menu" (main greeting), it was then moved to "Sales Department" where it was accepted by Emma Cummings who had a 36 seconds conversation with the client, before the call ended.
- 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 for the call flow segment.
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.