The Call Center includes a function that logs calls made through TRACK. You are able to view calls in more depth and see how it was routed through the system.
Getting to Call Log
Navigate to the call center in the left sidebar. Under Call Center click on "Call Log".
The call log shows recent calls you have made or received. It also displays different types of information by column of the call:
- Call Id - Id associated with call
- Time - date & time when call was made
- Number - phone number who initiated called
- Direction - inbound/outbound
- Duration - length of call
- Campaign - assigned campaign
- Contact - associated contact
- Conversation Result - reason for call
- Routing Result - result of call
You are able to filter calls based on date, queue, conversation result, and agent. You can select a date range by clicking on the calendar. Click on the drop down arrow to filter them by queue, conversation result and agent. There is also a search function to look for calls with a specific detail. Pressing "Reset" will reset these filters.
View an Individual Call
Click "view" to see the individual call in more detail.
Viewing a Call
When you view a call you will be placed in the call tab. The call tab displays the call information into different sections. The sections are listed below and go into greater detail. The call tab shows important aspects of the call from the beginning to the end of the call. You are able to see which queues the call went through, any agents who was part of the call, and listen to a recording of the call if it was recorded.
This section shows the main information of the call details. This includes the date, caller, callee, direction , duration, status and campaign.
|Date & Time||Callee's Phone #||Caller's phone #||Twilio Reference||Inbound/Outbound||Length of Call||
The result section displays how the call was routed, the reason, associated lead and the contact who is involved.
|Routing Result||Conversation Result||*Value||*Reservation ID||*Lead||
|Answered/Outbound/Queue - Hangup||Reason for call||Total Price||Reservation||Related Lead||Associated Contact|
This section shows the queue information. It shows the time it was joined, name, wait time and result of the queue.
|Date & Time connected||Duration waiting||Associated Queue||Result of the queue|
The agent section displays any agent information linked to the call. It shows the date/time joined, amount of time, queue and if they answered the call.
|Date & Time connected||length of time connected||name of agent||name of queue||yes/no|
This section shows the recording information. It includes the date/time, duration and agent associated with the call. If a recording is present you can press play to listen to the call.
|Date & Time recorded||Length of recording||Associated Agent||Play/Pause Recording|
The action section displays the timestamps of each action during a call.
|Time of action||Type of Action|
Items marked with * may not appear depending if the call has these fields populated.
There are two other tabs associated with a call which are Lead and contact. If the phone number is linked to either a lead or contact, TRACK will pull up its information and offer these two additional tabs for more information.
You are able to go directly to the lead or contact page by clicking on "More Info".