CX Call History Report
- Bob Young
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.
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
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:
Call Reason - Selected call reason by agent
Within ASA - If within SLA configured in queue
Call Issues - Call issue if reported by agent
CSAT - Caller / Contact CSAT feedback (if survey configured)
Service NPS - Caller / Contact Service NPS feedback (if survey configured)
Enterprise NPS - Caller / Contact Enterprise NPS feedback (if survey configured)
DID - Phone number dialed by caller and host name or IP address.
City - City of caller (based on caller phone number
State - State of caller (based on caller phone number)
Report 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.
Has Recording.
Has Assessment.
DID.
Report Features
Schedule report delivery.
Download the report as a spreadsheet or PDF.
Add/view notes.
Delete Recordings (detail in section Delete Recordings)
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 appears above the generated report. The button indicates the total number of calls in the report that have 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 is going to be deleted for all the other calls it’s associated with.
Delete all recordings in the report
If no rows are selected, pushing the delete button will delete all the recordings in the report results, including recordings not shown on the current page.
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:
By not selecting any call, the red button will default to the total number of calls in the report that has a call recording and pushing the button will delete all the recordings.
Only Administrators and users assigned to a group with the Call recordings deleting permission enabled are able to delete recordings.
Available in Offering
All Offerings