Table of Contents

Introduction

Call Log is the place you can see all the call conversations have been made in the system by your agents (Seamless users). At here, you can view each call log details with status, add notes or case to a call log, call back customers, or hear recordings.

Prerequisites

You need to have permission View call logs if you want to see all call logs, including yours and other users.

You need to have permission View the own call logs if you want to see only your call logs.

Call Log List

On Call Log List, you can see all the call logs with the following information:

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 to hear.

   2. Click Download button to download.

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

Call Log Details

On Call Log Details, you can see list of Tasks and Notes besides the basic call log details.

From this you can:

1. Create cases for the call log: see Add cases to a call

2. Create notes for the call log: see Add notes to a call