Log calls in Virtual Office for Salesforce

Upon terminating a call, the Virtual Office app generates a call log. The call log includes information such as transaction ID, the time the call was answered, and the duration of the call. A call log is created for inbound and outbound interactions and automatically saved as an Activity or Task. You can change the status of the activity to complete or any desired state.

Depending on the number of matches, call log can be linked to the end-user record as follows:

• Single match: If there is a matching record, the call log is created and saved in the Comments field, then associated as an Activity or Task to the record.
• Multiple matches: In the event of multiple matching contacts, there is no screen pop. The call log is created and saved in the Comments field, then associated as an Activity or Task to the first record in the list.
• No match: In the absence of a matching record, a message indicates the lack of a matching record. The call is logged in the Comments field.

Tracking incomplete call logs

If agents are busy and unable to complete and sort the call log activity immediately after the call, they can do so at their leisure by accessing the incomplete logs by the following two methods:

• Via Call Log tab (All):

  The All tab offers all your call history. The icon allows you to edit the call log of a recently completed call.

  1. In the VO tab, click Call Logs.
  2. Hover over a log from the list.

  3. Click to take you to the call log in Salesforce where you can change the details or edit the comments and save.

     When you open the log, you see that the system has added a default subject line, such as Call with 1002 or Call with John Smith, which can be revised and saved. Assign the revised record to the right Salesforce contact if required, add additional notes, then save the log.

• Via Call Log tab (Unprocessed):

  The Unprocessed tab allows you to view those calls that were not assigned to a record during a call. You can view or delete the records here.

Matching the call log to a record when Auto-selected possible match is enabled

The Auto-selected possible match feature enables the 8x8 integration app to automatically select the active user record as a possible match for the call log, even if it was originally matched to another user. If you select another user record before wrapping up the call, the 8x8 integration app matches the last contact record opened to the call log. To ensure the correct record is assigned to the call log, click the Search tab and manually select the desired record.

The Auto-selected possible match feature is enabled at the customer level by default.

Note: If the active user record in focus is selected as a possible match, when you click the Work tab on the integration app, the possible match no longer displays in the Search tab until you select another user record in Salesforce.

Let's say, as a user of 8x8 Work for Salesforce (also known as Virtual Office), you are in the midst of contacting Rob from AcmeJets regarding an outstanding invoice. While previewing Rob's contact details, you receive a call from Sam, another customer. Upon answering the call, Sam's contact details pop in a new tab. While talking to Sam, you select Rob's contact tab. Because the Auto-selected possible match feature is enabled, Rob is now selected as a possible match. When you end the call with Sam, because Rob is selected as a possible match, the call log is linked to Rob, although the call was originally linked to Sam. To ensure the call log is linked to the correct record, before you end the call, click the Search tab and select Sam from the list. After you wrap up the call, the call log pops and displays the selected record.