Call Details

The Call Details tab shows details on calls: when a call occurred, what number was used, the duration, status, who took the call, the call recording, and any comments left by agents.

Navigate to the Call Details Page by

Clicking Dashboard
Clicking Call Details

Search Criteria
Call Details Report
Call Details

1. Search Criteria

Use the fields here filter the details shown in both the call details report and the call details.

Client Phone Number. Enter the phone number the client used to call in to see only data related to those calls.
Start Date. Show only calls that happened on or after this date.
End Date. Show only calls that happened on or before this date.
Show Dialed Company Number. Show only calls that call this number.
Show only calls that match the inbound or outbound status set here.
Show only calls that were made by or received by this CSR.
Filter calls based on Status: Voicemail, Hangup, Forward, or Complete.
Number of records. This control determines how many records are shown in the Call Details section on each page. It does not affect the results of the Call Details Report.

2. Call Details Report

Click the "View Call Details Report".

The Call Details Report is a summary of the data shown in the Call Details section. This data changes to match the filters in the search criteria.

1-3 apply to Inbound, Outbound, and Total Calls.

4-9 apply only to Inbound calls.

Total Calls. The total number of calls that match the filters.
Average Calls Per Day. The (Total Calls) / (the number of working days). The number of working days is defined as the number of days between the date ranges used. Sundays are not counted if the company setting says the call center is closed on Sundays.
Average Duration. (Sum of duration for all calls) / (Total Calls)
Answered. If not searching by a specific user, then this is the count of all calls whose status is complete. If searching by user, then this is the count of all calls whose status is complete and whose first accepted reservation is the user searched for.
Missed. Not Answered.
Voicemail. The count of all calls whose status is voicemail.
Rejected. Not Answered and one rejected reservation exists.
Average Hold Time. The average time on hold per call. (Sum of the hold time for all answered inbound calls) / (count of all answered inbound calls)
Average Time Speaking with Agent. The average time spent speaking with an agent per call. This number may be off by a few seconds from the actual time spent speaking with the agent. ((The sum of the duration for all calls) - (the sum of the Hold Time for all calls)) / (The count of all calls)

3. Call Details

Occurred. The date and time that the call occurred.
Number. The number that was used to call in, for inbound calls, or the number called, for outbound calls.
- Initial Hold: The intent of this field is to help you determine if you have a sufficient number of employees in your call center. It will help you answer the question of do I need to hire more people to reduce this initial hold/wait time until they can be helped?
  - When a user calls in and hangs up
    - The hold time is the amount of time that they were on the call before they hung up. Note: It is possible for this to be by 1 second or so compared to the actual duration of the call.
  - When a user calls in and leaves a voicemail
    - The hold time is the amount of time that they were on hold before they decided to leave a voicemail
  - When a user calls in and the phone is answered
    - The hold time is the amount of time that they were on hold before they were connected with an agent
      - Note: It's possible especially in cases where the incoming call was answered, put on hold, and then picked up from being on hold that the "Initial hold" and the "On Hold" values will be different.
  - When a user calls in and presses 2 to be called back
    - The hold time is the amount of time that they were on hold before they decided to be called back
- On Hold: Is computed by taking the duration of the call and subtracting the time spent talking with an agent
- On Call: Amount of time on the call (This should be the same as the sum of the recording lengths for that call)
- Duration: Duration of the call is computed by taking the completed timestamp of the call and subtracting the timestamp of when the call started.
  - You may notice with callbacks the Duration is long
    - Especially with Callbacks where someone enters the queue at the end of the day and isn't called back until the next morning, this could potentially skew your average duration numbers.
Status. The status of the call, either Voicemail, Hangup, or Complete.
The CSRs involved in the call. Outbound calls simply show the name of the CSR who made the call. Inbound calls show the CSR name as well as the action they took on the call (Accepted, Cancelled, Rejected). Sometimes multiple agents act on a call, such as when one rejects a call, but another accepts. When multiple CSRs are listed, they are ordered chronologically, with the first event on top.
Recordings. A link to the recording of the conversation, if applicable.
Comments. Edits to comments can be done using number 7.
Actions.
1. Refresh Recordings. If the recording is missing for a call, use this button to restore it.
2. Comments. To add a comment, click the gear then click add comment. A popup will appear, in which comments can be entered. Press Save when done and the comment will be added. Comments can only be added to inbound calls.