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Overview

The platform provides comprehensive call logging capabilities with detailed tracking of all customer interactions, including transcriptions and call analysis.

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Call History Features

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Call Records

Based on the platform implementation, each call is logged with:
  • Call Metadata: Date, time, duration, direction (inbound/outbound)
  • Call Status: queued, ringing, in-progress, ended, error
  • Call Types: phone calls and web calls
  • Agent Assignment: Which agent handled the call
  • Cost Tracking: Individual call costs and total expenditure
The call logs page includes filtering options for:
  • Status Filter: Filter by call status (completed, failed, in-progress)
  • Agent Filter: View calls handled by specific agents
  • Date Range: Historical call analysis
  • Call Type: Phone vs web call filtering
  • Call Direction: Inbound vs outbound calls

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Recording & Transcription

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Call Recording

  • Automatic Recording: All calls are recorded automatically
  • Playback: Listen to recorded calls from the call detail page
  • Recording Status: Track recording availability and processing

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Transcription

  • Call Transcripts: Automatic transcription of call conversations
  • Transcript Storage: Full conversation text available in call details
  • Real-time Processing: Transcripts generated during or immediately after calls

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Call Detail Pages

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Individual Call Information

Each call has a dedicated detail page showing:
  • Call Overview: Status, duration, cost, participants
  • Transcript: Complete conversation transcription
  • Recording: Audio playback functionality
  • Call Analysis: Conversation insights and quality metrics
  • Call Metadata: Technical details and routing information

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Call Analytics Integration

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Performance Metrics

Call logs integrate with the analytics system to provide:
  • Call Volume: Total number of calls over time periods
  • Duration Statistics: Average call length and distribution
  • Success Rates: Call completion and connection rates
  • Cost Analysis: Spending patterns and per-call costs
  • Status Distribution: Breakdown of call outcomes
  • Call Trends: Historical patterns and volume changes
  • Performance Tracking: Success rates over time
  • Cost Monitoring: Budget tracking and expense analysis

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Call Management Features

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Bulk Operations

  • Export Data: Export call logs in various formats
  • Bulk Analysis: Review multiple calls simultaneously
  • Status Updates: Manage call statuses in bulk

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Data Organization

  • Pagination: Navigate large call datasets efficiently
  • Sorting Options: Order calls by date, duration, status, cost
  • Search Functionality: Find specific calls by various criteria