Workspace - Call Logs (Supervisor Access)
Written by B3Networks Academy
Updated at October 1st, 2024
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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. Agent List
- First, you need to choose an interval to refresh the report (10 seconds, 30 seconds, 1 minute, or 5 minutes), or refresh manually.
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Details of a call:
- User Status
- State
- Duration
- Queues
- SLA
- Assigned
- Answered
- Unanswered
- Avg Talktime
- Total Talktime
- Available
- Away
- Busy
- Offline
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Agent States in Call Handling:
- Available: The agent is ready to take a new call.
- In Conversation: The agent is actively speaking with a customer.
- Holding: The agent has placed a call on hold.
- Transferring: The agent is rerouting a call to another party.
- Busy: The agent is occupied with a task or call.
- Offline: The agent is logged out or disconnected from the system.
- Dialing: The agent is initiating an outgoing call.
- Wrapping: The agent is completing post-call tasks before becoming available.
- Away: The agent is temporarily unavailable due to a break or stepping away.
2. 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.
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Details of a call:
- Transaction ID
- From
- To (Virtual Line number)
- Call type:
- Incoming Call
- Callback
- Status:
- Talking
- Waiting
- Holding
- Transferring
- Start At
- Talking At
- Queue
- Agent
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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.
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Details of a call:
- Transaction ID
- From (Agent)
- To
- Call Type:
- Outgoing
- Status:
- Talking
- Connecting
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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
3. Answered Calls
Inbound
The report is filtered by:
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Call types:
- Incoming
- Callback
- Date
Call Type - Incoming:
This tab displays all of the 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 tab displays all of the 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 tab displays all of the 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
4. Unanswered calls
Inbound
- Unanswered calls are the calls assigned to a particular queue but not picked up.
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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.
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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
Call Type - Overflow:
This place displays all of the incoming calls that can't reach agents due to queue size/wait time limits.
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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.
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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
