CX Call History Report

This report provides a detailed CDR view of inbound and outbound calls, which displays the following:

• Data based on multiple filter selections for Date, Queues, Queue Groups, Agent, Time, Type, Phone Number, CSAT, and End by. 

• On-screen options for call recording playback (Listen), monitor extension (Listen in Extension), Download audio, Assessment, and View attempts.

Open

Report Description

(Inbound and Outbound Unless Otherwise Stated)

• Selectable Options: 

  • Audio 

    • Listen to audio

    • Download audio

      • Audio is downloaded as .wav before it gets processed and moved to the long term storage. This process takes place daily at 1:00 am EST.

      • Audio is downloaded as .ogg after it gets processed and moved to the long term storage. This process takes place daily at 1:00 am EST.

  • Action

    • Assessment: Evaluate and access the agent.

    • View Attempts: How many times the caller attempted to contact an agent.

    • Call Details: Review CDR.

    • View Transfers: details the blind / unattended transfers of a call. Attended transfers are reported in the Call History report as two distinctive calls.

• Table Columns

  • Audio - Listen to Audio recording.

  • Transcription - View Transcription

  • Call Sentiment - Values include Negative, Positive, Neutral

  • Actions - Assessment, View Attempts, Call Details

  • Type - Inbound or Outbound call

  • Start - Date and time the call entered the queue

  • Wait Time - Total time the call waited in the queue

  • Connected - Date and time the call was connected to an agent

  • Talk Time  - Total talk time

  • Agent Hold Time - Total time the Agent had the client on hold. Note: Agent Hold is not provided if the Agent binds a Business Voice extension to be used as their telephony terminal.

  • End - Date and Time Call the call ended

  • Call Terminated - Who ended the call

  • Area Code - Inbound call Area Code 

  • Caller - Inbound call phone number and caller id

  • Area Code - Destination’s Area Code

  • Destination - Destination phone number and caller id

  • Agent - Agent Name connected

  • Queue - Queue call was queued:

  • Category Path - Category and Sub-Category assigned to the Call Reason

  • Call Reason - Call reason assigned to the call

  • Within ASA - If within SLA configured in the queue

  • Call Issues - Call issue if reported by the agent

  • CSAT - Caller / Contact CSAT feedback (if survey configured)

  • Service NPS - Caller / Contact Service NPS feedback (if survey configured)

  • Advanced Survey

  • Enterprise NPS - Caller / Contact Enterprise NPS feedback (if survey configured)

  • DID - Phone number dialed by the caller and host name or IP address.

  • State - State of the caller (based on caller phone number)

  • City - City of the caller (based on caller phone number

Report Filters

• Call History filters

• Date Range.

• Active Queues:

• Queues:

• Queue Groups:

• Agent:

• State:

• City:

• Time Range

• Type:

• Phone Number:

• CSAT:

• Call Terminated:

• Call Reason:

• Service NPS:

• Enterprise NPS:

• Advanced Survey:

• Has Recording:

• Has Transcription:

• Has Assessment:

• DID:

• Call Sentiment:

Report Features

• Schedule report delivery.

• Download the report as a spreadsheet or PDF.

• Add/view notes.

• Delete Recordings (detail in section below)

Delete Recordings Feature

The Call History Report allows users to delete the call recordings for calls listed in the report by using the following options.

After generating the report, a red delete button will appear above the generated report. The button indicates the total number of calls in the report with a call recording. 

When the red delete button is pressed, the following warning may appear: 

• A single recording could be associated with multiple calls (for example, when the call is between multiple queues or if it has been transferred). If you select one of those calls, the recording will be deleted for all the other calls it’s associated with.

Open

Delete all recordings in the report

• Push the red delete button to delete all recordings in the report..

  • A confirmation pop-up will appear. 

  • Click Yes to delete or No to cancel.
    
    

Delete Selected recordings in the report

Option 1: Select all rows in the page;

• Clicking the checkbox in the report table header will select or deselect all calls with recordings in the page. The red delete button will indicate the number of selected calls with recordings. This selection is limited to the calls in the visualized page.

• Push the red delete button to delete the selected recordings.

  • A confirmation pop-up will appear with the number of call recordings that will be deleted. Click Yes to delete or No to cancel.

Option 2: Select individual rows in the page

• Select or deselect the rows with recordings individually by clicking on the checkbox in the report row. The red delete button will indicate the number of selected calls with recordings.

• Push the red delete button to delete the selected recordings.

  • A confirmation pop-up will appear with the number of call recordings that will be deleted. 

  • Click Yes to delete or No to cancel.

Notes:

Available in Offering

• All Offerings