Admin >> Calls
From Admin, select Calls under the Search column. If you are set up as a supervisor, select the Management dropdown and choose Calls.
The conference index page is sorted from most recent to oldest.
Search options include:
Start/End Date
Organization
Campaign
Agent Name
Disposition
SID
Call Key
Conference Key
Missed Call
Appointment Status
Recording status: no recording = no recording available ever (if it is processing, it will come up with has recording)
Suspicious Call
Direction
Index Page Details:
Datetime - timestamp of this conference
Organization - Name of the organization this call belongs to
Campaign - Name of the campaign this call belongs to
Conference Key - unique key for this conference. Click this hyperlink to view more details
Call Key - unique call key for this conference
SID - unique SID for this conference
Direction - denotes whether it was inbound or outbound
Agent Name - Name of Agent who completed/dispositioned this call
Disposition - the outcome of this call
Customer Name - customer’s full name
Customer’s Phone Number - the customer phone number associated with this conference
Processed - denotes whether this call has completed processing. A green check will denote completion and a red X will denote it is still processing. (final status for all will be true)
Missed - denotes whether this inbound call was missed. A red X will denote it was answered. If missed, it will label the purpose of this missed call
Customer Drop: This occurs during hours when a customer hung up before an agent could be fed the call.
Agent Drop: This occurs during hours when a customer hung up while they were sitting on hold.
Voicemail: This occurs during or after hours when a customer was sent to voicemail. A green beacon indicates a recording and a red beacon indicates no recording is left.
Recording - denotes whether this call has a recording. Completed will denote there is a recording and a red X will denote there isn’t a recording. Processing is a temporary status and will result in either absent or completed. Absent indicates an issue on the providers end. The red x indicates that the recording was turned off or the customer leg never joined the conference so there is no recording.
Appointment - options are Set/ Canceled/ Rescheduled/ Confirmed
Hot Alert - True / False (true = disposition denotes that a hot alert can be triggered)
Transferred - True / False (true = external or internal transfer)
Suspicious - denotes whether this call was labeeld as suspicious.
Total Duration - conference duration
Hold Duration - for an inbound call, this will display how long the customer was on hold before being answered
Agent Talk Time - this will denote how long the agent was connected and speaking with the customer
Wrap Up Duration - this will denote the time between hanging up with teh customer and moving onto the next record. This would be time taking notes and dispositioning the calls.
Conference Details
Click the blue hyperlink to dig deeper into the calls. On the left, you’ll see the Details of the call. This will include the following.
Details:
Start Time
Organization
Campaign
Customer
Agent
Disposition
Direction
To Number
From Number
Insights
Below the Details, you’ll see the Insights. This will display attributes of the call at a glance.
Available Insights chips:
Agent Dropped - this was an inbound call where the customer disconnected while in the queue
Appointment - the disposition of this call denotes that a new appointment was created
Affinity - the disposition of this call denotes agent affinity
Appointment Canceled - the disposition of this call denotes that an appointment was canceled
Appointment Rescheduled - the disposition of this call denotes that an appointment was rescheduled
Bad Number -
Contact - the disposition of this call denotes that contact was made
Customer Completed - the customer was expired from the queue following this call
Customer Dropped - this was an inbound call where the customer disconnected before they entered the queue
Disconnect - the disposition of this call denote that the call was disconnected
DNC - on this call, the customer was added to the do not contact list
Final Disposition - the disposition of this call expired the customer from the queue
Hot Alert - the disposition of this call denotes that a hot alert can be triggered
Ignored Call - this call was ignored by at least 1 user
Instant Voicemail - an instant voicemail recording was left during this call
Manual Call - this call was made using manual mode
Max Hold Duration Redirect - this was an inbound call that was redirected out of this queue after it held for the maximum time allotted
Missed Call - this was an inbound call where the customer did not successfully connect with a user
New Lead - the disposition of this call denotes a lead
Processed - this call has completed processing
Survey - the disposition of this call denotes that a survey was completed/collected
Suspicious - this call is flagged as a suspicious call. This can be due to call duration, disposition, etc.
Test Call - the disposition of this call denotes a test call
Unreachable - the disposition of this call denotes that the customer is unreachable
Voicemail - this was an inbound call that was sent to voicemail
You’ll also see:
Call Duration
Hold Duration
Agent Talk Duration
Wrap Up Duration
Customer Completion Code
Disposition
Follow Up - if a customer follow up email or SMS was sent, what triggered it.
Keys (not expanded by default)
Conference Key
Call Key
Campaign Customer Key
Survey Attempt Key
SID
Disposition
As a manager, you have the ability to edit the disposition and call notes. Hit SAVE to save your changes.
Survey
Below the Disposition is the Survey. If the original conference disposition denotes creates survey, you will see the Survey Answers below and can edit the survey responses.
The right hand side of the conference page will give you more detailed information pertaining to this call. Select the MORE dropdown to view the other tabs and information. By default, you will see the Overview tab.
Call Legs
At the top, you will see the conference recording and beneath that, the recording and details for each leg.
Click the arrow drop down on the call legs to expand the detailed view.
Disconnect cause: This functionality is supported for Bandwidth phone numbers only. Possible values include: 'account-limit', 'application-error', 'busy', 'callback-error', 'cancel', 'error', 'hangup', 'invalid-bxml', 'node-capacity-exceeded', 'rejected', 'timeout', or 'unknown'.
Send Digits: A string of keys to dial after connecting to the number, maximum of 32 digits (ie: agent dialing outbound for extensions).
Call Transfers
Type: Warm or blind
Location: External or internal
Destination: For an external transfer via contacts: Employee name or department name // For an internal transfer: Team name or user name // For an external transfer not via contacts: NA
Status: Canceled (warm transfer not bridged) or Completed (bridged warm transfer or blind transfer that is answered) or Dropped (blind transfer that is not answered)
Customer
Events
Call events and conference events.
Follow Ups
Follow up communications triggered by the attempt.
Hot Alerts
Hot Alerts triggered by attempt along with recipient information if applicable.
Inbound Insights
Queue status values: waiting (default status when the call comes in), pending (when the call is being offered to a rep), completed (no longer in the queue/ hang up), max hold redirect
Ignores (clicked decline): A red X indicates that the rep did not click the decline button but missed their opportunity to answer the call. A green check indicates that the rep did cick to decline the inbound call.
Missed Call
Voicemail recording (if applicable) as well as missed call details.
Purpose:
Customer Drop: This occurs during hours when a customer hung up before the call entered the queue (during the disclaimer message)
Agent Drop: This occurs during hours when a customer hung up while they were in the queue.
Voicemail: This occurs after hours or if the campaign is set to direct calls to voicemail.
If the missed call was returned, the return call details will also be available.
Transactions
If a transaction is present, the type of transaction and Volie IDs associated.
Web RTC
Available for Bandwidth calls only. Displays call IDs for the WebRTC session.
Webhook Events
If a webhook was triggered by the communication, the webhook details will be visible in this tab.
Expand the webhook by clicking on the drop down arrow to view details like:
Sent: True or False
Request Method
Response Code
Response Time
Timed Out: True or False
Request Headers
Request Parameters
Response Headers
Response Body