Call records

Real-time push of call details and recording information

• Call detail list

  • Start time: For an outbound call, this is the time the call was placed. For an inbound call, this is the time the call was received.

  • Call connected time: For an outbound call, this is the time the call was answered. For an inbound call, this is the time the call was received.

  • Caller number: The customer's phone number for an inbound call. The agent's phone number for an outbound call.

  • Callee number: The agent's phone number for an inbound call. The customer's phone number for an outbound call.

  • Call type: Includes Outbound, Inbound, Predictive Outbound, and Conference.

  • Hang-up reason: The reason why an inbound or outbound call was disconnected. Other than "Normal" and "Unanswered", the hang-up reason is determined by the Interactive Voice Response (IVR) flow. The reasons are as follows:

    • Normal

      A call was disconnected by either the agent or the user after being connected.

    • Unanswered

      An outbound call did not connect for various reasons, such as busy, rejected, or no answer.

    • Abandoned in IVR

      The user called and entered the IVR flow, but hung up before selecting an agent service.

    • Abandoned in queue

      The user selected an agent service, but all agents in the corresponding queue were busy. The user hung up before the call was routed to an agent.

    • Abandoned while ringing

      The call was routed to an agent's workstation and started ringing, but the user hung up before the agent answered.

    • Queue timeout

    The customer was waiting in the queue for an agent but was not assigned to one within the specified timeout period. This period is set in the Transfer to Agent module > Timeout setting in the IVR.

    This reason is displayed if you configure a hang-up reason node in the IVR, select "Queue timeout", and a user's call enters this node before disconnecting.

    • Transferred to external line

      The user's call entered the Transfer to External Line module in the IVR flow.

    • Voicemail

      This reason is displayed if you configure a hang-up reason node in the IVR, select "Voicemail", and a user's call enters this node before disconnecting.

    • Queue overflow

    A queue overflow occurs when the number of callers waiting exceeds the limit set in the Transfer to Agent module > Queue Overflow setting in the IVR.

    This reason is displayed if you configure a hang-up reason node in the IVR, select "Queue overflow", and a user's call enters this node before disconnecting.

    • Transfer to agent failed

      This reason is displayed if you configure a hang-up reason node in the IVR, select "Transfer to agent failed", and a user's call enters this node before disconnecting.

    • IVR error

    This reason typically indicates a rare system issue.

    This reason is displayed if you configure a hang-up reason node in the IVR, select "IVR error", and a user's call enters this node before disconnecting.

    • Intelligent Navigation: Abandonment

      This reason is displayed if a user's call enters a smart navigation node in the IVR and then disconnects.

    • Operation

    • Details: Displays the information for each call in a list.

    • Call ID: A unique ID for each call. You can use the caller number, callee number, time, and call ID to troubleshoot call issues.

• Date selection

  • By default, the page displays data for the current day. You can click the preset buttons or use the date picker to select a different date range.

• Search

  • The search and date filters work together. For example, if you select a 30-day date range, your search will only return results from that period.

  • You can search by multiple criteria, such as caller number, callee number, agent name, and skill groups.

View call details

The details for each call include the customer number, call type, call time, and a detailed log of operations.

Download call recordings

A recording is generated in real-time for every normal call, which customer service representatives can download. The supported file formats for download are MP3 and WAV.

• If you limit storage by capacity, the system automatically deletes the oldest recordings when the total file size exceeds the configured limit. This process continues until the storage usage is within the limit.

• If you limit storage by retention period, the system automatically deletes recordings that are older than the specified period.