Call logs of a call center (Admin access)

Updated 2 weeks 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.

  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 caller and agents
    • Whisper: Talk to the agent only
    • Force hangup
  1. View details of answered calls
  • 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
  1. View details of unanswered calls
  • 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

How did we do?