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[ACD] Call Log / Call Details

[ACD] Call Log / Call Details

Owned by Kathleen Glica
Last updated: Jul 18, 2024
4 min read

The content in this article is appropriate for: Administrators and Supervisors

Call Log

Call Details

Call Log

This page allows you to look up calls for specific agents. You can filter for agents, dates, and programs.

To access the Call Log, click Supervisor in the left-hand navigation bar to drop down the available Supervisor page options, then click Call Log.

*Only users with Supervisor or Administrator-type accounts are able to access the Supervisor section.

Information available on this page:

  • Call ID #

    • click the ID number to view the Call Details page. More information on this page is available in the next section.

  • Program/Campaign

  • Dir (Direction)- whether it was an Inbound or Outbound call

  • Caller ID/ANI (automatic number identification)

  • Agents: name(s) of any agent that handled any leg of the call

    • Click the music note to listen to the call recording

    • Click the download button to save a copy of the .ogg file

  • Dispo: the disposition of the call

  • Date/Time of the call

  • State where the customer/lead phone number is registered

  • Status: configurable by the program/campaign, set by the agent at the end of the call

  • Length of the call

  • QA (Quality Assurance): If audited, this is the call’s audit score [0.00-100.00]

Call Details

The Call Details page is comprised of multiple tabs*:
*not all tabs will be available on all clusters

  • Details tab:

    • Program/Campaign

    • Created At

    • Queued At

    • Status/Disposition

    • Caller ID/ANI plus location information

    • Call Direction

    • Displayed Callerid

    • Call Duration for all legs of the call

    • VoIP Switch

  • Path tab: a complete breakdown of each leg of the call

    • Date/Time

    • Event name

    • Notes

      💡 You can pop the guided interaction from the entry in this column with the blue button:

  • Agents tab:

    • Date/Time

    • Program

    • Agent ID

    • Agent Name

    • Recording and download options (if applicable)

    • Call Dispo

    • Call Length

    • Call QA Score (if applicable)

  • Destinations tab: any external interactions during the call (if applicable)

  • VMs tab: any voicemails left (if applicable)

  • CDRs(call detail records) tab:

    • Call ID: click this green button to download the .xml file

    • Call Type

    • Call Quality

    • HUP (hangup) Cause

    • SIP (Session Initiation Protocol) IP

    • Remote Media IP

    • Local Media IP

    • Notes

  • Slide Navigation tab:

    • link to the Session Logs

    • Session ID

    • WorkFlow used on the call

    • Guided Interaction used for the call

    • Slide Navigation breakdown detailing each slide name, where the slide branched to, and time spent on the slide

  • Consumed Data tab:

    • link to Consumer Logs

    • Log ID #

    • Session ID

    • Scripter Domain

    • WorkFlow used on the call

    • Guided Interaction used on the call

    • Timing of the call - start to finish

    • Script (Guided Interaction)Interaction Length

    • Consumed on Host

  • Consumed Responses tab:

    • #

    • Field Type

    • Question (field name)

    • Answer (provided by customer/lead)

  • Integration Requests tab: if used, provides info on an Integration used during the call. Click the blue button to be redirected to the Integration Management Panel

  • Feed Requests tab: If used, provides info on any API feeds used during the call. Click the blue button to be redirected to the API Feeds /Feed Management Panel

  • Agent Checks tab: shows any Agent checks that were performed during the call

  • IVR Log tab: the IVR log of the call

 

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