Call logs of an agent (Agent access)

Updated 1 month ago by Jane

This article addresses the logs of an agent himself. If you want to see all logs of a call center, please click HERE.

Agent can view their own answered and unanswered calls

  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


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