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  1. Action:

    1. Create note: see Add notes to a call

    2. Create case: see Add cases to a call

    3. Call back: see Make an outgoing call

  2. Call ID: type of the call and call ID

    1. Call type:

      1. Incoming Call: the call that is from customers to Seamless call center.

      2. Outgoing Call: the call that is from Seamless to customers.

    2. Click on Call ID to view call log details. See <> https://seamlessinsure.atlassian.net/wiki/spaces/SHC/pages/28442788/Call+Log#Call-Log-Details.

  3. Status:

    1. Dialing: when the call starts by customers or agents.

    2. Ringing: when the phone is ringing at customer end or agent end.

    3. Answered: when customer/agent is in the call.

    4. Ended: when the call is hung up.

    5. Missed: when the call is missed because agent customer/agent does not answer or customer/agent reject the call. The call is auotomatically marked as Missed if it reachs Phone call standard ring time without answer (see https://seamlessinsure.atlassian.net/wiki/spaces/SHC/pages/8296541/Telephony+Settings#General-Settings).

  4. From: the caller name.

    1. For imcoming calls: the name of customer.

    2. For outgoing calls: the name of agent (Seamless user).

  5. To: the recipient name:

    1. For imcoming calls: the name of agent (Seamless user).

    2. For outgoing calls: the name of customer.

  6. Queue: the queue name that the call is routed to.

  7. Start: start time of the call, when the call starts ringing at one end.

  8. End: end time of the call, when the call is ended at one end.

  9. Recording: recording of the call. The recording is only available when setting Enable/Disable Call Recording For Incoming Calls and/or setting Enable/Disable Call Recording For Outgoing Calls is enabled (see https://seamlessinsure.atlassian.net/wiki/spaces/SHC/pages/8296541/Telephony+Settings#General-Settings).

    1. Click Play button image-20250106-044027.png to hear.

    2. Click Download button image-20250106-102733.png to download.

  10. Duration: duration of the call in seconds, counted from ringing to ended. Only call is answered has duration.

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