This is a call log, on steroids, that suits most types of companies. Included free of charge for all our customers with the Unlimited package, it allows you to easily search call logs, view statistics and the top agents in response groups. Our call log works just as well on the mobile as it does on the computer!
We've been beta testing this feature since v. 1.10.0 and now we've finally released it live!
What is the call log?
Our Call Log is just as it sounds, an advanced call log search tool. Once you've done your filtered search, you're presented with a wealth of food-useful data.
How does it work?
Our call log is the most powerful telephony search tool on the market*, you can find it under Response Groups -> Call Logs
In it you can search and filter on:
- Start and end dates
- Call type (all, incoming, outgoing, missed, call with voice message and recorded calls)
- Response group and or on an agent
These people can access the information
- As a user, you can access your own call log, although a more detailed variant than the “usual” one.
- An agent in a response group can see all calls that response groups have handled. That is, also the conversations of colleagues.
- A supervisor has access to all logs in the assigned response groups.
- A user who is on the Total Search and Play Permission list within the organization can search and listen to all calls within the organization (Except for the private voicemails)
In the log you can see, among other things:
- Who called and which agent (user) answered the call
- How long the caller had to wait in line
- How long the conversation lasted
- Which way the conversation wandered. For example, if it was linked from an agent to a response group, a response group to an agent or another response group.
Top Agents and Statistics Overview
The log also includes a tab showing the top agents in response groups as well as a detailed statistics overview. In it, you can easily see which agent performs best. We present answered calls, outbound and inbound — interrupted calls.
Maxed data simply!
FAQ
- Who can use the function?
All customers with our gear package Unlimited or those with the Light package and the add-on service Analytics. - Who can filter and see what?
Users can see their own log.
Agent in response group can see the entire group log.
Supervisor can view the logs of all assigned groups.
A user in the Total Search and Play Permissions list can see everything. - Can I share a call log?
Yes, you can share a call log in a live chat or channel. You can choose to include or exclude any call recordings - Can one listen to a call recording via the call log?
Yes, if there is an audio file or a voice message, you can press play and listen to the content directly in the app.
* If you ask me
