Call Details

overview for supervisors and group managers, the call details tab is a critical quality assurance and performance monitoring tool located within the manage menu of a voice campaign it provides a complete history and management console for the agents and groups under their supervision how it works core functionality (agent data access) supervisors have all the core functionality of the agent, applied across their managed teams viewing scheduled callbacks for their agents, and reviewing the call history of agents or the entire group it contains the following filters user list supervisor selects specific users to retrieve call details for groups (group manager) supervisor filters call details by group and group manager associated with agents call type filter calls by type, such as ob manual dial, ob auto dial, transfer to phone, etc system disposition filter calls based on system disposition assigned to calls system generated user disposition filter calls by system generated user dispositions user disposition filter calls by user assigned dispositions filter groups filter data by predefined filter groups table filter apply filters defined in table view search box clicking the search icon on any filter opens a search box for keyword search date range filter calls by date using from and to fields, automatically picking default times phone number filter by number patterns start with numbers beginning with entered digits end with numbers ending with entered digits exact match numbers exactly matching entered digits any occurrence numbers containing the entered digits anywhere talk time duration filter calls by duration using specified time range scored calls filter calls by scored or unscored status queues filter calls by one or multiple queues within a campaign, with search and select all options attribute based filter calls by attribute fields mapped in the campaign, using operators such as contains, equals, not equals, starts with, ends with filter management add or remove multiple attributes, clear filters anytime, and apply or cancel changes supervisor specific operations these advanced actions are available when reviewing an agent's call history scoring a clickable option allows the supervisor to provide scoring/ratings to the agent's call, typically used for quality assurance (qa) data export the supervisor can download the displayed voicelog data and associated details as a csv file for offline analysis and reporting customer context the supervisor can click to view crm or hover to view customer card to link call history data to full customer details as filled by the agent prerequisites the supervisor/group manager must be logged into the supervisor console the user must have appropriate management permissions for the specific campaign or process to access its manage tab docid\ yuou b7djfwigpz2zyjci are a separate feature, and the ability to access them is a licensable feature for the supervisor benefits enhanced quality control the ability to access voicelogs and apply scoring enables systematic qa reviews and targeted coaching, leading to higher overall service quality operational efficiency the download (csv) feature facilitates advanced performance analysis, helping managers identify trends and bottlenecks to optimize workflows and resource allocation risk mitigation access to detailed call history and voicelogs provides an irrefutable record of interactions, which is essential for resolving customer disputes and ensuring compliance with regulatory standards use cases agent coaching session a supervisor filters the call history for a specific agent, finds low scoring calls, and uses the scoring and listen to voicelogs features to prepare specific audio clips for a targeted training session handling compliance audits a manager uses the download (csv) feature to export all call records for a specific time period, providing a full audit trail of interactions to a compliance officer dispute resolution a customer contacts the call center with a complaint about a previous agent the supervisor quickly reviews the agent's call history , listens to the relevant voicelog, and uses view crm to verify the data recorded, resolving the dispute quickly and accurately