Call Details

"call details" tab shows call details or history of the last 200 calls on a rolling basis and along with that an advanced section where call logs can be fetched with filters like date range, call duration, users, leads, customer status, call types fetched logs can individually listen, recordings can be downloaded, and whole call data can be extracted to csv it also displays the numbers masked as per the replacement masking policy the tab will remain blank until you select the date range filters and apply them filters the supervisor can click icon to filter the call details it contains the following filters user list supervisor can select the users for whom the supervisor wants to fetch the call details groups (group manager) supervisor can select the name of the group and group manager to search for the call details related with the agents of that group call type supervisor can also filter out the data in terms of the type of call, that is, whether it was ob manual dial, ob auto dial, transfer to phone, etc system disposition supervisor can filter the call details according to the used system disposition to dispose the call system generated user disposition supervisor can filter the call details according to the system generated user disposition used to dispose the call user disposition supervisor can filter the call details according to the user disposition used to dispose the call by the user filter groups supervisor can filter the data on the basis of the filter groups table filter supervisor can filter the data on the basis of the table filters the supervisor can click the search icon for any filter to convert the top header into a search box type the keyword and press "enter" key to search for the required value in the list date range supervisor can also filter out the data on the basis of date range, that is, the supervisor can select the date by entering the range in from and to respective text boxes once you selected the date from the opened calendar, the default time corresponding to that date is also picked phone number supervisor can also filter the data in terms of following phone number patterns start with enter the initial digits of the phone numbers to filter out the records, for example, 1234, 3456, and others end with enter the last digits of the phone number to filter out the records, for example, 4343, 6344, etc exact match enter the phone number digits to filter out the records, for example, 1234, 3456, and others any occurrence enter a few digits to filter out the records, for example, 34,87, and others talk time duration supervisor can filter out the data by selecting the specific call time duration for example, if it wants to fetch the incoming and outgoing calls in which call time duration was between 40 to 60 minutes, then the supervisor can enter the range in the respective text boxes scored calls supervisor can filter for those calls whose scores have already been provided the supervisor can select either the unscored or the scored calls queues the supervisor can filter the call details of the agents according to the queues the supervisor can select the queues present in that campaign if there is more than one queue, then the supervisor can click "select all" option to select all the queues at once the search option has also been provided; that is, the supervisor can search for the queues attribute based supervisor can select the attribute based upon the defined filterable field in the table creation y select the campaign in which attribute based filter, that is, the filterable fields are mapped now, in attribute based filter section, select the attribute type, which is the column name which is mapped as a filterable field in the campaign by the administrator select the operator type through which you want to filter the calls it contains the following three operators contains it filter the calls which contains the provided input in their values equals selecting "equals" as the operator will filter the calls which have the exact match to the applied content not equals selecting "not equals" as the operator will filter the calls which do not have the match to the applied content starts with it will filter those content, in which the entered attribute is starts with ends with it will filter those content, in which the entered attribute is ends with now, enter the value for which you want to filter the calls in the values column you can provide multiple attributes to filter the content, by clicking "+" icon, or click " " icon to delete the provided attribute based filter the filter can be cleared any time by clicking the "clear" button click "apply" to apply the filter, whereas you can click "cancel" to not apply it operations the supervisor can perform the following operations here download click "download" button to download the searched voicelog data in the csv format it downloads the complete content which is showing on the screen to the csv format after clicking on the "download" button, a pop up comes up click "save" button to download the voicelog the name of the downloaded file is "calldetails" by default, however you can change the name of the file before clicking on the save button, the supervisor can also change the name of the voicelogs the downloading option depends upon the browser's setting if the setting of the browser is set not to ask before downloading the file, then the pop up will not come up voice log search the supervisor can use the search bar to search for any voice log the supervisor can search the voicelog with the user's name or with the phone number enter anyone in the search bar and press enter, the result starts showing on the screen listen to voicelogs supervisor can listen to the voice logs by clicking on icon, the supervisor can listen to the connected call, and a pop up will appear at the bottom of the page, using which the user can download, increase/decrease volume along with other features like forward/reverse, mute/unmute, pause/un pause the call hover your mouse cursor on icon to use the speaker related options like call volume and mute/unmute the calls the row for which the voicelog is playing gets highlighted that helps the supervisor to recognize the playing voicelog and its corresponding call detail row for not connected calls, "the listen button" remains disabled clicking anywhere on the same page will not close the pop up hence, the audio play will remain continuous the supervisor has to click icon to close the pop up if you change the screen to any other menu or the campaign, then the voicelog play pop up will be paused, and hence whenever the supervisor returns to the same page, the voicelog can be started to wherever it was paused, hence no need to restart it scoring supervisor can provide scoring to the agent's call click icon present in the scoring column of the voicelog and the pop up comes up while scoring a call, an analyst might want to go into details and see the ticket related to that call earlier, ameyo did have a scoring option but their corresponding tickets were not shown over there on hovering over the ticket id, the user can view the subject of the ticket the user can click on the ticket id to view the ticket in the read only mode which is opened in a new tab on the opened pop up, the supervisor can perform the following tasks agent's name the supervisor can see the agent's name who attended the call customer's number it shows the customer's number through which the call has been done call id it shows the call id of the call ameyo generates the call id for every call call duration it shows the total duration of the call comment supervisor can provide the comment to the call in the comments box listen supervisor can listen to the call connected call click the call listing button to listen to the call log download voicelog supervisor can also download the voicelog and listen to them click icon to download the voicelog file after clicking on the "download" button, a pop up comes up click "save" button to download the voicelog the name of the downloaded file contains the extension name followed by the agent name and the date and time of the call before clicking on the save button the supervisor can also change the name of the voicelogs the downloading option depends upon the browser's setting if the setting of the browser is set not to ask before downloading a file, then the pop up will not come up parameter name it shows the list of the qa parameters which are created to provide the ratings to the agent quality type it represents the quality type of the qa parameters, (here we have the qa parameters in range types) parameter value it shows the qa value which is provided by the administrator to rate the call for qa parameters comment it is the comment box to provide the comment on the the parameters of the rating it can be provided individually for each parameter name after completing the above steps, click "save" to save the data or "save and next" to save the data and view the next call log from the same screen view tickets associated with the call view crm click icon to see the customer's detail in the crm, which was filled by the agent at the time of the call it shows the following pop up on this screen, the supervisor can see the complete details of the customer if the agent does not fill the details, then the supervisor can edit any customer's information from this screen as well after editing, click "save" button to save the provided information view customer card supervisor can view the customer card, which contains the basic information configured by the administrator to be displayed to the agent, by hovering the mouse over the customer's name call notes the notes which are given by the agent at the time of the call are known as call notes the supervisor can view these notes along with the details of that call click icon to view the call notes of that call if the call note is not provided, then the expendable icon will also be not shown in the call details bar if the filters are not applied, then the call notes dumped very last by a user on a call will be displayed the supervisor has to apply the filters to view the call notes differently for individual users customize the view the supervisor can click icon to use the settings of the call details supervisor can manage the display bar menu present at the top of the page settings icon helps the supervisor to sort the menu listings bar check the boxes to see only those filters which are useful for the supervisor and helps him to monitor the agents in the right part of the section, the user can click and hold icon and drag a column upward or downward to change the sequence of the columns in the table the column on top will be displayed at the first position from the left if some columns are mandatory to be displayed, then the user will not have the option not to select or deselect the colums user card the supervisor can see the basic information of agents assigned in that campaign by hovering its mouse over the agents name the user card is displayed while hovering the mouse on the user name of the user following screen is displayed while hovering the mouse over the username of the user the user card contains the user role, username, and userid columns following are the columns which are used to define the call details user role it shows the type of user who is logged in to the ameyo user name it shows the name of the user user id it shows the id of the user listen it is a clickable entity that allows you to listen to the voicelogs(explained above) scoring it is a clickable entity that allows you to provide the rating to the agent's call(explained above) customer details it is a clickable entity which shows the complete information of the customer in the crm (explained above) customer id it shows the customer id customer id is unique for all customers and it generates only for those customers whose details are registered in crm date added it shows the date and time of the customer's details when details has been saved in the crm phone no it shows the phone number of the agent through which the call has been handled unique identifier it contains the unique identifiers for the masked phone numbers call type it shows the type of call group manager it shows the name of the group manager under whom the agent is assigned in groups it shows the name of the group in which the agent is assigned in call id it contains the call id call id id different for every call and is generated by ameyo automatically customer status it shows the status of the customer here, "connected" means that the customer picks the call and "busy" means that the customer did not pick up the call dialing comments it shows the comments which have been inserted by the agent while calling to the customer transferred to it shows whether the call has been transferred to another campaign/queue or not hangup details it shows the reason for the call for which the call has been disconnected hangup cause it shows the cause code for the hangup details for which the call has been disconnected it includes "system hangup", "agent hangup ui", "customer hangup ui", "agent cancelled preview", "unknown", "system media", "agent hangup phone", "customer hangup phone" click here to know about the definition of these hangup causes hangup cause code it shows the cause code for the hangup details and hangup cause for which the call has been disconnected this hangup code is based upon the codes which have been registered in ameyo according to hangup cause hangup on hold it shows whether the call has been disconnected while the agent put the call on hold or not system disposition it allows the supervisor to view the system disposition of the call disposition class it allows the supervisor to identify the exact reason for the call disposition disposition code it allows the supervisor to view the disposition code through which the call was disposed off customer talk time it shows the total duration of the call in between the agent and customer hold time if the agent put the call on hold, then it shows the total duration of the hold time for which the call has been put on hold campaign id it shows the campaign id from which the call has been dialed by the agent queue name it shows the queue name from which the call has been dialed by the agent lead id if the call is dialed from the lead, then this column shows the id of the lead from which the call has been dialed to the customer attempt time it shows the date and time of the call when the call has been attempted to dial call result it shows whether the call is successfully dialed and received by the customer or there was some error while dialing the call ivr time it shows the total duration of the call when the call was in the ivr setup time it is the total time that is taken to connect both numbers, that is, the time taken to connect the customer and agent through a network channel ringing time it shows the total duration of the ring before the call is picked by the user table filters it shows the table filter which had been used while making the call filter groups it shows the filter group which has been used in making the call agent talk time it shows the total duration of the calls handled by the agent, which consists of the total duration spent by the agent on call for all the customers