Call logs of a call center (Admin access)

Updated 1 year ago by Jane

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.

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 caller and agents
- Whisper: Talk to the agent only
- Force hangup

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 Note
Export is available

Unanswered calls: calls are assigned to a particular queue but are not picked up (all agents are busy, call is assigned to an agent but agent didn't pick up)
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
Export is available