Call logs of a call center (Admin access)
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.
- 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

- 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

- 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
