Workspace - Call Logs (Agent access)
Written by B3Networks Academy
Updated at August 29th, 2024
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Table of Contents
This article addresses the logs of an agent himself. If you want to see all logs of a call center, please click HERE.
Agents can view their own answered and unanswered calls.
1. Answered Calls
Inbound
The report is filtered by Call type (incoming, callback) and Date.
Call Type - Incoming:
This place displays all of the agent's answered incoming call histories.
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Details of a call:
- Transaction ID
- Caller
- Destination (Virtual Line number)
- Start time
- Queue
- Agent
- Call Status
- Disposition Code and Notes
Call Type - Callback:
This place displays all of the agent's answered callback call histories.
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Details of a call:
- Transaction ID
- Caller (Virtual Line number)
- Destination
- Start time
- Queue
- Agent
- Disposition Code and Notes
Outbound
This place displays all of the agent's answered outgoing call histories.
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Details of a call:
- Transaction ID
- Caller
- Destination (Virtual Line number)
- Start time
- Queue
- Agent
- Status
- Disposition Code and Notes
2. Unanswered Calls
Inbound
Unanswered calls: calls are assigned to the agent but are not picked up.
- Reasons:
- Calls are hung up by the callers
- Calls are assigned to agents but they don't pick up
- Calls can't reach agents due to queue size/wait time limits
- The report is filtered by Call Type (incoming, callback) and Date
Call Type - Incoming:
This place displays all of the agent's unanswered incoming call histories.
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Details of a call:
- Transaction ID
- Caller
- Destination (Virtual Line number)
- Start time
- Queue
- Status
Call Type - Callback:
This place displays all of the unanswered callback call histories.
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Details of a call:
- Transaction ID
- Caller (Virtual Line number)
- Destination
- Start time
- Queue
Outbound
- Outgoing Unanswered Calls are the calls assigned to a particular queue but not picked up.
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Reasons:
- Customers Unanswered
- Agent Unanswered
- Agent Unreachable
This place displays all of the unanswered outgoing call histories.
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Details of a call:
- Transaction ID
- Caller
- Start time
- Queue
- Status
