Calls

Engage provides a call center functionality to facilitate verbal communications. To get a deep insight, view the Call Center Documentation. Similarly, an account can view records of all the calls made in the account profile via the Calls option.

The Calls page includes:

• Last Date and Time Contacted: This shows the date and time of the last recent call made.
• Total Calls: This shows the total number of calls made to the account.
• Total Appointments: This shows the total number of appointments made.
• List of Call Records: This shows a list of all call records.

Observing Call List in Detail

The call record list contains:

1. Reference: The unique identification number of each call.
2. Caller: The name of the caller.
3. When: The date and time a certain call was made.
4. Direction: The type of call made like inbound or outbound.
5. Status: The status of a call.

You can view the description of each call via the + button at the end of each call row.

Applying Filters

You can either search or apply different filters on two parameters of the list, Direction and Status, to view a specific call.

1. Direction

   • Inbound: Incoming calls
   • Outbound: Outgoing calls

   

2. Status

   • Abandoned: Calls that are ended before a conversation is started.
   • Ended: Calls that were ended after a conversation.
   • In Progress: Calls that are still in progress and can be made again.