Communication Center Call Log Training Overview
Comprehensive call tracking system introduced as core component of Communication Center interface
Daily call records displayed prominently at top of screen for immediate visibility and access
Dual tracking capabilities for both inbound and outbound call management with real-time counters
Organized interface designed for efficient daily call management and record keeping
User-friendly navigation with clear visual indicators and intuitive layout design
Inbound Call Log Detailed Features
Multi-dimensional call information capture providing complete call context and customer interaction history (00:12)
Call timing precision with exact answer time recording for performance tracking and analysis
Directional classification clearly distinguishing between inbound and outbound call types for accurate reporting
Organizational mapping linking calls to specific organizations for client relationship management
Campaign integration through Volley's automated matching system connecting customers to their active enrollment campaigns
Comprehensive call outcomes tracked through disposition codes for quality assurance and follow-up purposes
Advanced search and filtering capabilities enabling efficient call record management and analysis
Multi-criteria filtering by organization, campaign, call direction, and disposition for targeted record retrieval
Phone number tracking for both incoming and outgoing numbers to maintain complete communication records
Duration monitoring providing call length data for productivity analysis and customer service metrics
Easy navigation controls with simple X-button exit functionality for streamlined user experience
Outbound Call Log Parallel Functionality
Mirror interface design maintaining consistency between inbound and outbound call management systems (02:25)
Customer information display showing complete interaction history and contact details for relationship building
Disposition tracking for outbound calls enabling follow-up planning and campaign effectiveness measurement
Duration analysis supporting productivity metrics and call quality assessment for team performance
Identical search functionality ensuring consistent user experience across both call log types
Comprehensive daily overview providing complete picture of agent communication activities
Training Assessment and Knowledge Validation
Interactive learning verification through targeted questions testing comprehension of call log features and functionality (02:25)
Practical application focus ensuring users understand real-world implementation of call log systems
Feature comprehension testing validating understanding of search, filtering, and navigation capabilities
System integration knowledge confirming grasp of how call logs integrate with broader Communication Center workflow
Transcript:
00:12
Speaker 1
Welcome to the Call Log section in the Communication Center. Here you'll find detailed records of your inbound and outbound calls for the day, conveniently located at the top of your screen. You'll also see a count of how many outbound calls you've made that day and how many inbound calls you've answered. Lets start with the Inbound Call Log. By clicking into this log, you'll access key information such as the time you answered the call, the direction, inbound or outbound, the organization, and the associated campaign if applicable. As volley matches customers who call in to their currently enrolled campaign. You'll additionally see the disposition of that call, incoming and outgoing numbers associated with that call, and the duration of the call. You also have the ability to search for specific calls. You can filter results based on the organization, campaign, call direction and or disposition.
01:35
Speaker 1
To exit the inbound call log, simply click the X next today's Call log. Now we'll explore the Outbound Call log. Similar to the inbound log, it displays key information about your outbound calls for the day, customers, dispositions, duration, etc. The the search functionality is also available here for your convenience. Here's a few questions to test your understanding of the information located in the call logs. Sam.