Calls Page
The Calls Page is an essential part of admins and agents day to day operations as it displays all call history, recordings, tags and other call-related data.
Under this tab, you can find all calls performed in the system historically since the beginning of time up until the viewing moment, where all calls can be viewed, or listened back to, or downloaded in addition to the ability to filter calls according to the different attributes.
Key Features
- Agents: The name of the agent who handled the call.
- Started: Time and date the call has started.
- State: The state of the call, whether it has been serviced, abandoned, dropped, out of hours or blocked.
- Waiting: The amount of time the caller spent waiting before the call to be answered by the agent.
- Handling: The amount of time the agent spent to handle the call.
- Duration: The full call duration time, which is the duration of the call from the second the caller gets connected to the IVR, got redirected, was put in the waiting queue, and then was delivered to the agent, up until the end of the call.
- Caller: The number of the caller or the name of the caller if it has been added to the Phonebook.
- Callee: The person who receives the telephone call
- Inputs: The flow of choices made on the IVR by the caller before speaking to an agent.
- Recordings: Call recordings with the ability to download.
Another metric can be seen at the table is Call ID: An 8-digit number that acts as a unique identifier for every call that happens on Maqsam, whether inbound or outbound. When facing any call related issue, you should provide the call ID to Maqsam support team.
How to use the Filter
Filter: The filter option allows admins and agents to find calls based on call properties and metrics mentioned above in addition to tags and call states such as; Call type, Internal states, date and time and a certain call or group of calls easily without the need to search through all the entire call history to find it. Moreover, the results can be exported to a CSV file using the Download button once filtered.
Properties: Call properties and recordings with the ability to download after filtration.
State: The state of the call depending on its type; Inbound, Outbound, Campaign or Internal.
Properties: Call properties and recordings with the ability to download after filtration.
Agents: The name of the agent who handled the call.
Date Rage: Time and date the call has started.
Waiting: The amount of time the caller spent waiting before the call to be answered by the agent.
Handling: The amount of time the agent spent to handle the call.
Duration: The full call duration time, which is the duration of the call from the second the caller gets connected to the IVR, got redirected, was put in the waiting queue, and then was delivered to the agent, up until the end of the call.
Caller: The number of the caller or the name of the caller if it has been added to the Phonebook.
Callee: The person who receives the telephone call.
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