Workspace - Call Logs (Supervisor Access)
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Table of Contents
Note:
This article addresses the Call Logs of all calls in a Call Center (both Inbound and Outbound).
If you are referring to logs of a single agent, please click HERE.
1. Active Calls
Inbound
- 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
- From
- To (Virtual Line number)
- Call type:
- Incoming Call
- Callback
- Status:
- Talking
- Waiting
- Start At
- Talking At
- Queue
- Agent
-
Actions:
- Barge: Join the conversation between the caller and the agent
- Monitor: Listen to the conversation between the caller and the agent
- Whisper: Talk to the agent only
- Force hangup
Outbound
- 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
- From (Agent)
- To
- Call Type:
- Outgoing
- Status:
- Talking
- Connecting
-
Actions:
- Barge: Join the conversation between the caller and the agent
- Monitor: Listen to the conversation between the caller and the agent
- Whisper: Talk to the agent only
- Force hangup
2. Answered Calls
Inbound
The report is filtered by:
-
Call types:
- Incoming
- Callback
- Date
Call Type - Incoming:
This tab displays all of the answered incoming call histories.
-
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 tab displays all of the answered callback call histories.
-
Details of a call:
- Transaction ID
- Caller (Virtual Line number)
- Destination
- Start time
- Queue
- Agent
- Disposition Code and Notes
Outbound
This tab displays all of the answered outgoing call histories.
-
Details of a call:
- Transaction ID
- Caller
- Destination (Virtual Line number)
- Start time
- Queue
- Agent
- Status
- Disposition Code and Notes
3. Unanswered calls
Inbound
- Unanswered calls are the calls assigned to a particular queue but not picked up.
-
Reasons:
- The callers hang-up calls.
- 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, overflow) and Date.
Call Type - Incoming:
This place displays all of the unanswered incoming call histories.
-
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.
-
Details of a call:
- Transaction ID
- Caller (Virtual Line number)
- Destination
- Start time
- Queue
Call Type - Overflow:
This place displays all of the incoming calls that can't reach agents due to queue size/wait time limits.
-
Details of a call:
- Transaction ID
- Caller
- Start time
- Queue
- Customer Action:
- Hangup: If users select Hangup as an action for reaching the queue size/wait time limits.
- Callback: If users select Callback as an action for reaching the queue size/wait time limits.
Outbound
- Outgoing Unanswered Calls are the calls assigned to a particular queue but not picked up.
-
Reasons:
- Customers Unanswered
- Agent Unanswered
- Agent Unreachable
This place displays all of the unanswered outgoing call histories.
-
Details of a call:
- Transaction ID
- Caller
- Start time
- Queue
- Status