Communication Hub: Calls - Completed Calls
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Table of Contents
Overview
The Completed Calls tab contains detailed data for each interaction and call-related activity that takes place in your Inbound Contact Center.
Configuration
To access Completed Calls:
- Go to Communication Hub
- Select Calls tab
- Choose Completed Calls
![](https://static.helpjuice.com/helpjuice_production/uploads/upload/image/15042/3765417/1705315739508-completed%2Bcalls%2Bpage.gif)
Types of Completed Calls
There are 2 type of completed calls:
1. Incoming Call
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
![](https://static.helpjuice.com/helpjuice_production/uploads/upload/image/15042/3765424/1705315770702-Screenshot%2B2024-01-15%2Bat%2B3.40.59_PM.png)
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 |
Inbound Calls Report
Supervisors can extract inbound calls report by clicking on the Export Button.
![](https://static.helpjuice.com/helpjuice_production/uploads/upload/image/15042/3281197/1688104689859-Screenshot2B2023-06-302Bat2B1020230630-103-1ks9tsp.png)
![](https://static.helpjuice.com/helpjuice_production/uploads/upload/image/15042/direct/1705315933587-Screenshot%2B2024-01-15%2Bat%2B3.46.17_PM.png)
2. Callback
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
![](https://static.helpjuice.com/helpjuice_production/uploads/upload/image/15042/3281240/1688106013803-Screenshot%2B2023-06-30%2Bat%2B11.19.35%2BAM.png)
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 |
Completed Callback Calls Report
Supervisors can extract callback calls report by clicking on the Export Button.
![](https://static.helpjuice.com/helpjuice_production/uploads/upload/image/15042/3281211/1688105276472-Screenshot%2B2023-06-30%2Bat%2B11.05.56%2BAM.png)
![](https://static.helpjuice.com/helpjuice_production/uploads/upload/image/15042/direct/1705315949045-Screenshot%2B2024-01-15%2Bat%2B3.44.35_PM.png)
View Form Data
Completed Calls are integrated with Forms to show Form data to supervisor for each call in completed calls.
- Go to Communication Hub
- Click Calls Tab
- Select Completed Calls
- Select a Call leg
- Click View Form Data to view the data
![](https://static.helpjuice.com/helpjuice_production/uploads/upload/image/15042/3765458/1705316846521-form%2Bnew%2B.gif)
No Data View
![](https://static.helpjuice.com/helpjuice_production/uploads/upload/image/15042/3632196/R3RTihmjLZevvMF5F98_jsZcW5UayCOb69ZOoOOQ6TNijwfHPSqxipYmNm9Yt5H4iGr7CuNM2NrAKFNzlHVe_w0UYtOobfSewHwyJBuQaopna4_BAnRuWfZnBzd7nBdsVIi54TII_OrlpEXdJKZxR6Mkgws204820231114-54-1oph8sb.png)
Supervisor View
![](https://static.helpjuice.com/helpjuice_production/uploads/upload/image/15042/3632197/ygd1Yl3CB8a7k7o6aEiEpYPIacdjEZyWk9xL2S7kJ90XoFnX48mhFYZYSNu4Hgofe6x1mtoUW7EkQjaC_Aas43deZY5SPfkeRZmS99D-HE2ZpZNocp_FKCBTyF8DiHtN7FTen0LUuJv1ErcU1Q6OJpc8ZQs204820231114-93-115jp2e.png)