To view your account and agent(s) Call Reports, go to Side Menu --> Call Reports. If you cannot see Call Reports menu.
Here, you will see only last 3 days calls data starting from 19th FEB 2018. To view the older data, request a Report that contains data for the last 180 days.
Some new features we have introduced within our Call Reports:
System Disposition: This can be defined as the last connectivity of the call either within IVR flow or connection to Leg1 or Leg 2. For eg. In case of Incoming call, call lands to IVR only, so System Disposition can be the last widget where call gets disconnected or if dialled to any agents(s).
In case of Outgoing call, either Leg1 will be connected or Leg2 first, eventually System Disposition will either be Leg1/Leg2 Connected. Leg1/Leg2 Disconnected is also applicable in failure cases. . Henceforth, Call status will be shown accordingly.
Hangup Details: This can be defined as the hangup person or system who had hung up the call. In case of Incoming call, either Caller will hangup or Agent (if dialed to agent). System hangup will be shown in case IVR finished and IVR hung up the call or in case of failure or other special cases (described in Call status scenarios).
Call Transferred To: If call has been transferred to any other agent via Blind Transfer or Agent live view. If no call has been transferred, then N/A will be displayed.
Bridge Number: DID Numbers allocated to your Voice account by Kaleyra. In case no agent number is applicable, then bridge number will be shown under Call to number.
Agent/Call Disposition: The final outcome of the call according to the agent. Agent can log this Call Disposition either while finishing the call (on Agent Live view) or via Call Reports on the panel. Agent Disposition values can be configured under Account Settings. This functionality is applicable only from february 2018 and henceforth will be shown under Call reports.
IVR Time: Total time for which caller remains in IVR. For eg. Caller listens to IVR first for pressing menus, etc (say for 20 seconds) then he will be connected to Agent(s).
Ring Time: Total ring time which system takes to connect caller to any agent and caller being on hold. We calculate this ring time for 2nd leg only.
Bill Seconds: Total billable seconds to be charged to the Account user for particular call as per call rates.
Credits Utilized: Total credits calculated and deducted for a particular call as per Bill Seconds.
Note: IVR flow should be complete. To get the valid System Disposition values & hangup details, put Hangup widget while closing the levels of IVR. |