Call Logs provide your business the comprehensive list of calls dialled from a particular number. Just like the Call Logs on the mobile phone, our application also tagged a set of features for Call Logs, which are listed below:
You can add numbers to your phone book
Add Call Notes, which act like a summary of the call
View the Call flow
Check the type of call; Incoming and outgoing etc.,
Download the call recording
Play the call recording
Call the number
Send an SMS to that number
Set an auto follow up for that call
Track the keypress of the user
Filter calls as per the application parameters
Note: Call Logs will display the call history of 3 days. To avail data prior to that,You can navigate to reports to get the last 180 days.
The following are the variables you can see in ‘Call Logs’:
Incoming and outgoing call
The start time of the call
The number dialled from
The intermediate number that connects the call
The number dialled to
Total billable seconds to be charged to the Account user for particular call as per call rates.
The feature that lets you understand at which point the call got connected or disconnected
Multiple call status is available. to determine if the call is answered or connected to the IVR.
Hang up details
At which point the call got disconnected and Who disconnected the call
The parameters updated here are the values available on the UI. When we export as a report, we have additional details as below.
Call From Name
Call Start Time
Call End Time
Call To Ns
Call Transferred To
Transferred To Name
To know more on these, visit the Report terms section
To view call logs, follow the steps below:
From the main menu, click on ‘Call Logs’ option.
Upon clicking, the following page will open.
Agent disposition: Agent disposition is a feature that enables the agent to add a note to the call. This could be the call discussion, end result, query resolution or follow up details of the call. Through this, even if different agents handle the same client, they will be aware of the call history.
To access the agent disposition, follow the steps below:
Open ‘Call Logs’ page from the main menu.
Click on icon, from the action bar.
Enter the agent note you want to add. Save the details as shown in the image below.
Agent disposition, where we will select the disposition which is pre-updated. We can update the agent disposition values under admin settings- agent disposition value.
Track Keypress of the customer: You can now track the keypress of the customer by clicking on this icon, if your IVR is configured. This option will be inactive if the keypress is not configured.
Play Recording: You can now play the recording of the call by clicking on this icon
We have also enabled, more features in the call logs section which are listed below:
Add Follow Up: Through call follow ups, you can add the number that needs to be followed up, or simply assign the respective IVR flow. Also you can enable auto call follow up, through which the system automatically generates the call on the scheduled time.
To create a call follow up, follow the steps below:
From the call logs page, choose the more options icon from actionbar (shown in the image above).
Click on ‘Add follow-up’. A pop up appears. Enter the Name and client phone number to trigger a follow up call. Save the details.
Otherwise, if you do not want to manually save the phone number, just assign the IVR flow to trigger the call.
If you want to create a ‘auto follow up’, where the system generates the call automatically, then create an auto follow up. Add the date and time and save your selection.
Send an SMS: You can also send an SMS to the user. To do so, follow the steps below:
From the ‘More options’ click on ‘SMS to User’. A pop up window appears.
Enter the User phone number and compose the SMS text.
Click on ‘Send’ to send the SMS.
You can also view the number of characters and the credits used to send the SMS, as pointed in the image above.
Blacklist: You can now blacklist a phone number, right from the call logs page. To do so, follow the steps below:
From the ‘More options’, click on ‘Blacklist’. A pop up window appears.
Enter the Mobile number you want to blacklist and add a note.
Click on ‘Add to Blacklist’ to block the number from calling you.
Other Information: We’ve provided pin to pin details of server, unique id, caller id, call id, credits utilized, billing seconds and call to circle. You can view the details from ‘other options’.