Calls History

The Calls Details dashboard provides a comprehensive view of individual call records, This report is designed to enable a deeper dive into call details and assist in troubleshooting and to resolve customer complaint.

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Filters

Date Range Filter : Users can filter data by selecting a specific period using the sliders at the top. Focuses analysis on calls within a given timeframe for targeted reviews.

Callflow Dropdown: Filters data to display calls handled by a specific callflow. Enables granular analysis of agent-specific call details.

Agent Name Dropdown: Filters data to display calls handled by a specific agent. Enables granular analysis of agent-specific call details.

Key Information

  • Call Initiated at: Displays the exact date and time when each call was received and logged into the system.
  • Queued at: Indicates the time when the call entered the waiting queue after initiation but before being answered by an agent.
  • Answered at: Shows the date and time when an agent picked up and started handling the call.
  • Disconnected at: Represents the date and time when the call was terminated, either by the caller, agent, or system.
  • Caller: Captures information about the caller (e.g., caller ID or phone number) used for identification.
  • Flow Name: Specifies the call flow name.
  • Queue Name: Indicates the queue to which each call was routed.
  • Agent: Identifies the agent assigned to handle the call.
  • Queueing Time: Shows the time each customer spent in the queue before their call was answered by an agent.
  • Ringing Time: Represents the duration between when the call was routed to an agent and when the agent answered it.
  • Communication Time: Represents the total time spent by an agent actively talking on a specific call.
  • Termination Reason: Indicates the reason under which the call was ended. Common reasons include:
    • CUSTOMER_DISCONNECTED: The caller ended the call.
    • CALL_TRANSFERRED: The call was transferred to another agent or user.
    • AGENT_DISCONNECTED: The agent terminated the call.
    • BOT_DISCONNECTED: The system ended the call due to technical reasons or timeout.
  • Agent ID: The unique identifier of the agent, used for tracking and reporting purposes.
  • Business Hour?: Specifies whether the call occurred during standard business hours (Yes or No).
  • Business Day?: Indicates whether the call was made on an official working day (Yes or No).