Call Log

Description

The Export Calls query builder is used to create a custom csv file based upon the Filter Criteria and Advanced Export Options selected.  The resulting csv file contains information pertaining to each phone call that matched the filter criteria provided.

Usage

Patrick will fill this part in with information regarding how frequently this report should be used, the use-case scenarios, and other information for the client.

Filters

Filter Criteria Explanation

Value:  Select a filter from the drop down menu to be used within the underlying query.  The user can choose between filters that exist within the Call Fields or the Campaign Fields.  You can click on the ‘Add Row’ button to add additional filters as well as remove any filters that you no longer would like to use.

Operand: The function used to determine the type of operation to be performed against the value selected.  The operand can be any of the following options depending upon the value that was chosen: 'Equal, Greater Than, Less Than, Greater Than Equal, Less Than Equal, Not Equal, In, Not In'.

Condition: Select the item(s) or range you are looking to filter against.

Filter Criteria Values

Value

Description

Operand

Condition

Created The created date of the phone call. Choose to filter by one of the following operands (=,>,<,>=,<=, !=). Select the date to perform the selected operation against.
Direction The call can either be inbound (received by the system) or outbound (sent from the system). Choose to filter by ‘equal or not equal’ operand. Choose between inbound or outbound calls.
Routing Result The result of the routing as it goes through the queue. Choose to filter by ‘in or not in’ operand. Select one or many routing results to filter by.
Call Result The disposition result of the phone call. Choose to filter by ‘in or not in’ operand.  Select one or many call results to filter by.
 Pulse Agent  The agent on the call. Choose to filter by ‘in or not in’ operand. Select one or many agents to filter by.
Queues   The queue the call was directed to. Choose to filter by ‘in or not in’ operand. Select one or many queues to filter by.
Queue Group  The group that the queue of the call belongs to. Choose to filter by ‘equal or not equal’ operand.  Select a queue groups to filter by.
 Team  The team that the agent on the call belongs to.  Choose to filter by ‘equal or not equal’ operand.  Select a team to filter by.
Campaign   The campaign to which the call was associated. Choose to filter by ‘in or not in’ operand.  Select one or many campaigns to filter by.
Active Brands   The active brands to which the campaign of the call was associated. Choose to filter by ‘in or not in’ operand.  Select one or many active brands to filter by.
Inactive Brands   The active brands to which the campaign of the call was associated. Choose to filter by ‘in or not in’ operand.  Select one or many inactive brands to filter by.

 

Advanced Export Options Explanation

Delimiter: A character or symbol such as a comma, semi-colon, or tab that is used to indicate the beginning or end of a data item.

Enclosure (1 Char): This is a 1 character field that allows you to choose how to enclose each data item.  By default this is set to be a quotation mark “.  

Line Break: This option is used to create a line break after each data item.  The line break is a different style between Linux and Windows so the option exists to allow for a line break regardless of OS.

Output Header:  This option allows you to choose whether or not the file received contains a header row as the first column.

Data Dictionary 

Column Name Data Type Description Example
Call Id Number The unique identifier of an individual call. 12345
Number Id Number The identifier of a particular number used to answer the call. 3
Lead Id Number The identifier of a particular lead for the call. 67890
Result Id Number The identifier of a particular call result. 4
Twilio To String The phone number that is receiving the call (from Twilio). 180012345678
Twilio From String The phone number that send the call (from Twilio).  11234567890
Outside Number String The phone call coming into the system.  (An inbound call corresponds to the 'Twilio From' column and an outbound-api call corresonds to the 'Twilio To' column. 11234567890
Direction String Determines the direction in which the call occurred.  Inbound calls are received from a caller dialing into the system.  An outbound-api call occurs when an agent makes an outside call. inbound
Caller Name String The name of the caller dialing into the system. John Smith
Caller City String The City that the caller dialed in from. ST PAUL
Caller States String The State abbreviation that the caller dialed in from. MN
Caller Zip Number The zip code of the caller. 55024
Caller Country String The Country Abbreviation of the caller. US
Order Id Number The identifier of a particular order. 22333
Order Value Number The total value of the order that was placed. 1000
Duration Number The total duration of the phone call in seconds. 100
Created Date Date The date of the phone call. 2017-01-01
Created Time Time The time of the phone call. 08:00:00
Number String The phone number used in the system by the agent. 180012345678
Pulse Campaign String The name of the campaign associated with the call. Marketing Campaign 1
Call Result String The result of the phone call as selected by the Agent. Booked
Routing Result String The result of the queue routing of the call. Agent - Answered
Agents String The agents that were on the call. Dan Johnson
Queues String The queues that were assigned the call. New Reservations
Lost Reason String The reason for a lead being lost. Booked Online
Hold Time Number The duration the caller was on hold in seconds. 10
Contact Created Date Date The date and time a contact was created of the caller. 2017-01-01 08:05:00
First Queue String The name of the first queue that the call was assigned to. Guest Services
Last Queue String The name of the last queue that the call got assigned to. New Reservations


Frequently Asked Questions
 

This is a live document and will be populated once we receive questions pertaining to this report.

Related Links

Bug tickets, updates, and other related articles will be posted here.

 

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