Using the Call Lists Report

The following describes how to access and interrogate the Call Lists call report, which provides a comprehensive list of calls logged by the system during a specific period. The report can be restricted by a number of factors, including the service that handled the call, the Agent who took the call, the Customer responsible for the call, and more.

The report includes the following details for each call:

Column Description
Details

The unique ID for the call. This lets you distinguish it from other calls, and identify it elsewhere in the system. You can also give this number to a system Administrator when investigating issues with the call.

This column includes a link to the corresponding Call Details page, where you can find more information and resources such as a billing summary and any associated call recordings.
Date, Time When the call occurred.
CLI The caller ID associated with the person who made the call.
Dialled Number The number dialled by the caller.
Title What happened with the call. For example, this would state if the caller hung up before the call was answered.
S/F Success or Failure. Typically, any call that reaches an Agent, recording, or voice mailbox is considered a success.
Duration How long the call lasted, from when it arrived in the system to when it was hung up.
Actions

Buttons for performing specific actions on individual calls that were recorded. From left to right, these actions are:

  • Play: open a full recording of the call, where available.
  • Save: download a copy of the recording to your local device.
  • Open Media Player: displays a dialog containing options for listening to the recording, as well as assigning a Score to the recording, highlighting it in the list, sharing it in a specific file format via e-mail, or renaming the recording to something more meaningful within the system.

This type of report is highly configurable; you can specify various additional information to include before you run it.

Implementation

  1. Access the Call Log page.
    1. Hover over your company name in the top-left corner of the screen to reveal the context menu.

    2. Click Call Log for Today. This opens the Call Log screen, with call totals for the current date selected.

  1. Use the Show Me drop-down to select Call Lists.
  2. Use the For... drop-down to select the category of calls you want to include in the report. Depending on your choice, you may be presented with additional drop-downs to further specify the calls you're interested in.
  3. Use the On... drop-down to report on one of the following:
    • All calls for your organisation.
    • Inbound calls for your organisation.
    • Calls specific to a single organisation.
    • Calls specific to a single service or number.
    • Calls specific to a single Agent.
    • Calls specific to an Agent group.
  4. Use the Over... drop-down to choose the reporting period, which can be a single day, month, or year; a certain period in the past (e.g. last 7 days); or a specific date range.

    The maximum date range for this type of report is three months.

  5. Use the various check boxes under Logging/Billing, Call Handling, and Collected Information/Other to include or exclude various optional data columns, as needed.
  6. Click Update to display the report based on your choices.

When viewing the report, you can use the Previous and Next buttons (alternatively titled Yesterday, Last Month, etc. depending on the reporting period) to move backward and forwards through its history; for example, if you are viewing a 24-hour period and press Previous Day, the report will refresh to display values from the previous 24 hours, and so on.