Communication Hub: Calls - Completed Calls

Updated at December 12th, 2024

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Table of Contents

Overview Configuration Types of Completed Calls 1. Incoming Call Inbound Calls Report 2. Callback Completed Callback Calls Report View Form Data

Overview

The Completed Calls tab contains detailed data for each interaction and call-related activity that takes place in your Inbound Contact Center.

To access Completed Calls:

There are 2 type of completed calls:

This tab shows the list of completed incoming calls of all users in the Contact Center.

The user can filter calls by Inbox / Results and Date & Time and search by Number, Ext or TXN UUID

The results below are applied per queue in the Contact Center:

Results	Definition
Answered	Inbound queue call connected to an agent
Abandoned	Long abandoned call by caller (> X seconds; with X configured in Call Center UI)
Short Call	The Caller dropped the call before X seconds (X = 10s by default)
Callback Request	Caller select to register a callback request
Voicemail	Due to full queue the Caller left voicemail
Overflow Hang Up	Call Center hangs up the call as Queue is full
Overflow Callback offer accepted	Caller complete input callback contact number flow, the callback request is successfully registered
Overflow Callback offer rejected	Caller does not complete input call back contact number flow and hangs up the call, no callback request is registered
User Unreachable	System cannot connect to all agents in the queue due to network/technical issues

Supervisors can extract inbound calls report by clicking on the Export Button.

This tab shows the list of completed callback calls of all users in the Contact Center.

The user can filter call by Queue / Results and Date & Time and search by Number, Ext or TXN UUID

Results	Definition
Success	Both Agent & Customer connected (Call History - Answered)
Customer Unanswered	Could not reach Customer (Call History - Unanswered)
User Unanswered	The callback offer was rejected by all allocated agents
Users Unreachable	The Call Center attempted to contact all allocated agents but was unable to do so due to network/technical problems
Request Expired	If a callback has not been triggered within 5 hours, the request will be considered as expired
Customer Rejoined Queue	When a customer's callback request is registered but not yet activated, and the customer later makes a second call into the queue, the prior callback request is removed since customer has rejoined the queue

Supervisors can extract callback calls report by clicking on the Export Button.

Completed Calls are integrated with Forms to show Form data to supervisor for each call in completed calls.

No Data View

Supervisor View

communication queueing calls completed calls communication hub incoming call inbound calls report callback completed callback calls report form data supervisor view