The full call history can be viewed in the Call center-Call logs
1. View all call logs
Click the call history menu to view all call logs
(1) Data Permissions
- Enterprise Owner, administrators, and supervisors can view all of their call history
- The agent group leader can view the call history of the people in his group
- Custom roles can view their own call logs；
(2) If you have set up a recording, you can view the recording file here
(3) Click the callback button on the right side of the call record to initiate a callback to the number
(4) Click on the details to view the customer information and call details
2. View voicemail list
3. View missed calls
4. Data item description
| Call data item |
Description
|
| Queue Duration (Sec.) | The time spent in the queue waiting to be connected. |
| Call Duration (Sec.) | The duration from when the call is answered by the user to when it is hung up. |
| Ringing duration (Sec.) | The time from when the call starts ringing to when it is answered or hung up. |
| After-Call Wrap-Up Time (s) | The time taken for after-call activities, either the actual wrap-up time by the agent or the maximum trigger wrap-up time. |
| Satisfaction sending | The value input by the user during the satisfaction survey. |