Call Reception Status, Call History, and Call Reports

  • Created:
  • / Author: IZIHelp

CALL HISTORY

Method 1: Users can review the calls they have received and made in the call interface. However, they cannot view calls handled by other users.

(1) Switch login status to online or offline.

(2) Log out from VoIP.

(3) View call history.

(1) Call type: Green for incoming calls, Blue for outgoing calls, Red for missed calls.

(2) Log out from VoIP.

(3) Create a ticket for the call.

(4) Users can listen to the call recording.

(5) Quickly call the requester.

(6) Download the call recording file.

Method 2: View call history in Menu/ Voice/ Call History. Only administrators can access this section. Administrators can view and listen to calls from other employees in the system.

(1) Filter calls based on desired conditions.

(2) Call type: Green for incoming calls, Red for outgoing calls.

(3) Ticket title:

  • If the call has not been converted into a ticket, the text “Create Ticket” will be displayed. Click here to open the ticket creation screen.
  • If the call has already been converted into a ticket, click on the ticket title to open the detailed ticket view.

(4) Call duration: Click the icon to listen to the call recording.

(5) Call the customer back.

(6) Download the call recording file.

CALL REPORT

Only administrators can view the call report.

  • Click on “Total Calls” to view the total incoming calls, total outgoing calls, and the total actual calls in the system.

(1) Click on “Hourly Report” to identify the time slots with the highest call volume. This helps you allocate call center staff more efficiently and effectively.

(2) Export data into excel file

  • Average Talk Time: The duration of conversation between the agent and the requester.

  • Average Waiting Time: The time a requester waits after calling until an agent answers or the requester hangs up.

  • Total Accepted Calls: The total number of incoming calls that were successfully answered by agents.
  • Total Missed Calls: The total number of actual missed calls from requesters, including those that rang to agents but were not answered due to the following reasons: the agent declined the call, the agent did not respond, or the requester hung up before being answered.