What are Call Logs and what are they used for?

The more calls you make and receive, the more data you gather for data-driven decisions. These decisions can lead to increased sales, happier customers, more efficient agents, and much more.

So, let’s dive into everything about call logs!

What are Call Logs?

A call log, or call history as some call it, is a centralized place for all your call information. This includes call type, details, and more.

In your own call history or log, your ‘private’ calls and calls via answer groups are mixed; this part is visible to you.

Additionally, we and several Business Phone System Providers offer a call log feature that automatically saves all details of your calls, usually at both agent and group levels, where you can search and filter the desired data.

Which Companies Benefit from Call Logs?

Regardless of the industry and type of operation, most companies with many incoming and outgoing calls benefit from call logs to keep track of how they can improve and optimize their operations. Some common industries/departments that use the feature include:

• Sales organizations
• Support and Customer Service

Data in the Call Log

In the call log, all details about the calls are saved and searchable. With us, it includes:

• Date and Time
• Caller ID
• Call Type (answered, missed, bounced, forwarded, voicemail, outgoing, followed up, and recorded)
• Queue Time
• Call Duration
• Answered by Agent
• Any Transfers and by Whom
• Call Recording with an option to listen to the call

How Does it Work?

The feature gives you full control over your calls, and it’s easy to deep dive into the data. At lynes, we control the functionality via permissions as it’s not something everyone needs or should have access to.

Functions in the Call Log

Search and Filter with Export

Since all calls are saved, it’s important to be able to search and filter different types of calls. Choose the filters you want, search, and check out the results or export them if needed.

Automatic Categorization of Calls

To easily analyze data, all calls are categorized. This, combined with the filtering, makes it easy to use.

Agent & Statistics Overview

The statistics overview provides a quick glance at how a group is performing. After your search, you can directly see how many missed calls you have, average call time, and more. In addition, you get more detailed information at the individual level, e.g., to see which agent makes the most calls or answers the most incoming calls.

Ability to Share Information Further

Some things you might want to follow up with a salesperson or customer service agent. Then it’s extra valuable to be able to share calls directly from the log in a chat or channel.

Experience the Difference!

With the right technology, you’re halfway there. Together with the knowledge and smart strategies, you’ll collaborate better as an organization since all data becomes accessible to selected agents who can share it among themselves.

Want to know more? Don’t hesitate to contact us.