Calls

Detailed records of all inbound and outbound calls made by agents can be viewed in the form of a list under the Calls section.

tip

• Call center managers only can manage and edit the calls for all teams and campaigns.
• Team leads can only edit calls for their relevant teams.

1. Click Communications in the top menu bar and then Call Center in the quick navigation section to view the Call Center screen.

2. On the Call Center screen, click the three(...) dots and select Calls and Appointments. You will be able to view a list of calls under the Calls tab.

3. The calls list includes following parameters.

Parameters	Description
Call Reference	Reference number of each call.
Reference	Reference number of the account that has been called.
Account	Account name to whom a call was made.
Started At	Time and date a call was made.
Duration	Time duration a call lasted for.
Called by	Agent who started the call.
Status	Status of the call.
Ended Reason	Reason a call was ended.

tip

You can also hover over symbols that either show minimal details for any appointment or call ended/disposition reasons.

Editing a Call

You can also edit and update any existing call from the list.

1. Click the pen icon located at the end of any selected call row. An Update Call screen pops up from the left-hand side with all the call information.

2. Change any information you want to e.g. the call ended reason or call purpose and click Save.

Searching a Call

You can also search for a call in the list using the Filters panel on the left.

1. Expand Filters and specify any parameter defined in the table to search for the exact call.

info

The caller option is shown to a call center manager and team lead only, not a simple agent or team member. Simple agent only has a list of his or her own calls that have been made. Manager has a list of all callers and campaigns and team lead only has a list of himself and all agents present in his/her team.

Search Parameters	Description
Keyword	Specify any keyword to search a call e.g. call reference.
Caller	Select any caller that made a call.
Date and Time	Input the date and time at which the call was made.
Campaign	Select the campaign under which the call was made.
Ended Reason	Select a reason that made a call end.
Call Direction	Checkbox whether the call was inbound or outbound.
Phone Number	Input the phone number of the account to whom the call was made.
Account Reference	Input the account reference.
Has Appointment	Checkbox whether the call had a scheduled appointment or not.

2. Click the Search button and the results are loaded "one page" at a time on the right. Use a Load More button at the bottom of the result list to get further results.

tip

• You can specify the From Date or the To Date and do not need to specify both.
• If you wish to remove the search input for all parameters and start all over again, use the Reset All option.