How to filter calls?

Navigate to Calls page and click the Filter button to the right of the page. 

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.

• Related Articles

• What is the Calls Page?

  The Calls Page in Maqsam allows you to view and manage your call history, recordings, call tags and other call-related data. You can view, listen to, or download all calls, as well as filter calls based on various attributes.

• Can I filter calls that don't have a tag?

  Yes, untagged calls can be filtered from calls page by following these steps: Step 1: From Portal navigate to “Calls” page and click “Filter” Step 2: Under Properties, select the icon “Untagged” Additionally, you can add tags to untagged calls or ...

• What is call filtering and how do I use it?

  Call filtering is an option that allows you to find a certain call or group of calls easily, without having to search through all the call history to find it. To use call filtering, simply access the Calls Page, click on the "Filter" option, and ...

• Will internal calls have recordings?

  No, internal calls are not recorded.

• What information can I find on the Calls Page?

  Under this tab, you can find all calls performed in the system historically from the beginning of time up until the viewing moment, where all calls can be viewed, listened back to, or downloaded. You can also find information related to the calls, ...