Calls Page
The Calls Page displays your complete call history, metrics, recordings, and filters—helping admins and agents review and manage all call activity.
🔍 Overview of Calls Page
The Calls Page is an essential tool for both admins and agents, providing full visibility into all call activity on your Maqsam account. It includes every call ever made or received, from the start of your account up to the current moment.
Users can view, listen, download, and filter calls based on detailed call attributes and metrics.
📊 What You'll Find on the Calls Page
Each call entry displays the following information:
- Agents: The agent who handled the call
- Started: The time and date the call began
- State: Shows whether the call was serviced, abandoned, dropped, out of hours, or blocked.
- Waiting: Time the caller spent waiting before the agent answered.
- Handling: Time the agent spent handling the call.
- Duration: The full call duration, from IVR entry, queue time, redirections, agent handling, till the call ends.
- Caller: Caller's number or the
- Callee: The person selections
- Inputs: The IVR selections made by the caller.
- Recordings: Call recordings with download options.
- Call ID: A unique 8-digit identified for every inbound or outbound call.
ℹ️ About Call ID
The Call ID is used to uniquely identify every call. If you face any call-related issue, the Call ID must be shared with Maqsam Support for investigation.
🔎 Filtering Calls
The Filter feature allows admins and agents to quickly find calls based on various properties and metrics, including:
- Call Type
- Internal States
- Tags
- Agents
- Groups
- Date Range
- Waiting Time
- Handling Time
- Duration
- Caller/Callee Details
📥 Once filtered, results can be exported as a CSV file using the Download button.
📁 Calls Filter Properties (Detailed)
You can filter and download call data using:
- Properties: Call properties and recordings with the ability to download.
- State: Based on inbound, outbound, campaign, or internal calls.
- Agents: Choose one or multiple agents.
- Date Range: Start and end time and dates for call activity.
- Waiting: Duration before the call was answered by the agent.
- Handling: Duration of agent handling time.
- Duration: Full call duration from IVR entry to end of call: from when the the caller first connects to IVR, including any redirections and queue time, until the call ends with the agent.
- Caller: Caller number or saved name (if saved on in the Phonebook).
- Callee: The recipient of the call.