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:
If agents are busy and unable to complete 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):
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 those records later.
If agents are busy and unable to process the call logs immediately, these calls are tagged as Unprocessed and listed in the Call Log tab. This allows agents to access those logs quickly and process them efficiently. The system adds a default subject line, such as Call with 1002 or Call with John Smith, which can be revised and saved.
Select a log from the list, assign it to the right Salesforce record if required, add additional notes, then save the log.
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