Call Log

12 Articles
  • Desk Mode

    Desk mode enables a view that embeds the softphone in the call log screen.  Agents can easily make or accept calls, edit notes, and update other call details from a single page. Desk mode is a user preference and can be activated as a default view in a user’s profile by following the steps below. 

    Nov 29, 2017 05:41pm EST
  • What is the Likelihood/Accuracy Score?

    The likelihood score refers to how confident our system is that a particular website visitor made a particular phone call.

    Oct 05, 2017 11:29am EST
  • Call Quality Insights

    Call quality insights can be found in the call flow panel in your call log.  This report will give a detailed analysis of network quality and audio levels detected during your call.

    Aug 01, 2017 05:16pm EST
  • Call Log Details

    Call Log Details: A number of valuable tools can be found in this panel, as well as extra information about the web visitor associated with the call.

    Aug 01, 2017 05:17pm EST
  • Emailing a Call

    The email function in your call log can be used to send a message to someone containing a note and a link back to the call. This is a great way to share or discuss particular calls with other members of your team.

    Aug 01, 2017 05:19pm EST
  • Visitor Detail Panel

    When the tracking script captures session data for a visitor, the full details of that data can be viewed from this expanded detail panel.

    Aug 01, 2017 05:24pm EST
  • Contact Information Panel

    Each call in the call log will display the caller ID information associated with that caller, including the name, phone number and location of the caller.

    Aug 01, 2017 05:24pm EST
  • Dial Status

    In the Call Log, there is a "Metrics" column that displays the Time Stamp and the Status of each call. Here is what each status means.

    Aug 01, 2017 05:26pm EST
  • Using Tags to Organize Calls

    You have the ability to either manually enter tags in for each of your calls or to set up tags to automatically be applied to calls based on defined criteria.

    Aug 01, 2017 05:29pm EST
  • Scoring Calls

    Post-Call Scoring allows you to customize the Score column of the call log and fine tune the call assessment questions your agents see when they are handling calls.

    Aug 02, 2017 04:49pm EST
  • Stop Accepting Calls

    The stop accepting calls button can be found within the call log towards the top right below the Settings button.

    Aug 02, 2017 04:49pm EST
  • Downloading Call Recordings

    Call recordings are accessed within the Call Log, under the Audio column. You can click on the Audio button for the call to begin listening to the audio file.

    Aug 02, 2017 04:49pm EST