Access Recent Calls
In Customer Experience, agents can filter by channel, queue, agent, time, etc. to get a detailed view of their recent calls. They can answer questions such as the type and direction of the call, who answered the call, how long the call remained in the queue, whether the call was hung up by caller, agent or the system, how long the call was on hold, caller's phone number, name, and much more.
The contact center supervisors look for:
- Repeated Calls Count: Find out if the incoming calls are legitimate coming from real customers, or they are machine-generated spam calls made from the same telephone number. Spam calls can affect the productivity of the agents and increase unnecessary work load, not to mention the impact on branding or social image of your company.
- Calls that are hung up by the agent: View if the calls are hung up by the customer or the agent.
- Calls that are rejected by the agent: View the calls that are rejected by the agent, to determine the agent's performance.
- Agents who have performed verification calls: requires agents to perform verification calls in the agent application. If an agent forgets to complete this requirement before their first live call, the agent's phone may not work properly as a Virtual Contact Center agent workplace phone to receive calls.
- Calls that are put on hold: View number of times a call was put on hold. An agent who puts a call on hold more than two or three times may require additional training. The length of the hold time is also used to track agent performance.
- Calls that are transferred: View number of times a call was transferred. An agent who transfers too many times may require additional training. It can also indicate an issue with the IVR if calls are not routed to the right agents.
- The type of call transfer: View the type of transfer such as calls transferred to a queue or another agent.
- The amount of time calls waited in queue: Find out how long the calls have waited in the queue.
- The number of times agents put themselves on mute: View the number of times agents put themselves on mute during a call. Excessive mute counts may be an indicator to research root cause of behavior.
- Short inbound calls: Filter inbound calls with call duration of 0-30 seconds. It helps agents to call back the customers they lost connection with or did not finish speaking to.
Use Case Example
To achieve any of the above results, a simple search is all you need. For example, transfer count shows the number of times a call is being transferred to another agent or queue. An agent that transfers too many times may require additional training. It can also indicate an issue with the IVR if calls are not routed to the right agents. The following steps show how to achieve such results:
To track the number of transfers:
- In Customer Experience, click to open Recent Calls.
- Under Call section, select Inbound for Call Type.
- Under Call section, select Transfer Count and enter other range of transfers.
- Click Submit.
- The results appear in the right panel, showing the calls with number of transfers within the range.
Access and Download Recent Calls
You can not only filter by channel, queue, agents, etc. and view the details of your recent calls, but also download it on PDF or Excel and save for future references.
To access and download your recent calls:
- In the Customer Experience dashboard, click to open Recent Calls.
- Apply the desired filters and click Submit. The search results appear on the right. See the Recent Calls available filters.
Note: For a faster search, save your filters and apply them the next time you need.
- Click to show or hide Column Settings. See the available fields in column settings.
- For a quick search in Recent Calls tab, use the free-text search capability.
- To refresh the filtering results, click Reset.
-The Reset button only refreshes your current search. For a new search, click Reset, enter your search criteria, and click Submit. If you do NOT select a filter, today's date and time from midnight (00:00) to your current time is automatically selected. If you do NOT select a specific IVR script, all scripts used during the time period is included in the report.
-If you choose to save your search filters, remember to set the ending time till the end of the day (for example, select 23:45, or type 23:59 manually) to include all calls in that day.
- To start a fresh search:
- Click Reset.
- Click OK for confirmation.
- Enter new search filters, and click Submit.
- For more actions:
- Click or to download your results with today's date and time stamp.
- Click to log out of Customer Experience.
- Click under Actions to see Call Flow and more information about each individual call.
Available Filters For Recent Calls
The following table shows the filters available in Recent Calls:
- : Choose a phone channel from the list. You can search by a service channel number, or channel name.
- Queues: Choose one or more queue names. Supervisors with restricted reporting privileges only see the queue names they are assigned to. You can filter verification calls or outbound calls not routed via queues, using No Queues Involved filter option.
Your Virtual Contact Center administrator can configure this option in Configuration Manager under Users > > Restrict report privileges. See Virtual Contact Center Administrator Guide for details.
- Agents: Choose one or more agents from the list. You can use No Agents Involved filter option to filter the calls abandoned in IVR before entering a queue.
- Caller: Search by the inbound caller's name or caller's phone number. Searches can be done using * as wildcard in the string.
- VCC Transaction ID: A unique ID assigned to each interaction that enters Virtual Contact Center.
||Specify the date and time range to filter data displayed, such as a few hours in the past, the whole month and history
- Call Direction: Select the direction of calls such as Inbound or Outbound.
- Call Type: Select the type of calls, such as Queued, No , Verification, and more:
- Queued: Select the calls that entered a queue after IVR.
- No Queue: Select the calls that did not go through a queue, such as outbound calls made directly on PSTN by an agent.
- Direct Routing: Select the calls that were routed to an agent directly.
- Agent-to-Agent: Select calls that were made between agents.
- Agent Verification: Select verification calls, the calls placed by an agent at the beginning of their shift to test if they can receive calls.
- Post Call Surveys - Callback: Select system-dialed Post Call Survey calls in response to call back opted by customers.
- Hangup in IVR: Select the inbound calls that hung up in the IVR.
- Hangup before IVR: Select the inbound calls that hung up before reaching IVR.
- Voicemail: Select the calls that were forwarded to voicemail, such as calls that are rejected by an agent.
- Call Forwarded: Select the calls that were forwarded to an external number or an IVR.
- : Select the calls that went directly to an agent.
- My Recording: Select the calls that were placed by agents to record personal greetings.
- Hangup By: Select Hangup filter option(s) to report on an agent, caller, or system. System hangup is an event terminating a call, for example, reaching the IVR Default Termination or an IVR Exit point with a hangup object.
- Outcome: Select one or more calls outcome such as calls rejected by an agent, calls that the caller spoke to an agent, or calls that have gone to a voicemail, etc.
- Transfer: Select one or more call transfer options to report on, such as transfer to an agent, another number, a queue, or a blind transfer.
- IVR Exit Points: Select one or more conditions to report on, such as transactions that were queued from the IVR, or calls hung up in the IVR.
- Repeated Calls Count: Enter the number of times a call was repeated (coming from the same caller's number) within a specified time. With the help of this filter you can analyze cases such as:
- Call efficiency.
- Track spam calls coming into the call center.
- Detect poor response from the call center agents, whether the issue was resolved after the first call, or the agent lacked the knowledge to resolve the issue.
- Whether the callback option was effective.
- Whether the routing option was designed properly.
- Call Duration: Select calls that lasted a specific time range; for example, calls that lasted from 1 to 45 seconds.
- Time in Queue: Enter the duration of the time the call waited in a queue. This shows the total wait time before connecting to an agent, and includes the time spent in multiple queues (such as if a call was transferred to multiple queues).
- Time in IVR: Enter the amount of time a call or transaction spent in IVR before it was routed to a queue or agent. This includes the time spent in multiple IVR menus.
- Transfer Count: Select a range count on the number of times a call was transferred.
- Call Duration: Filter the time agents spent handling calls in seconds, minutes, or hours.
- Total Hold Duration: Enter the total duration of time the call was placed on hold by an agent.
- Hold Count: Enter the number of times a call was placed on hold by an agent.
- Mute Count: Enter the number of times a call was placed on mute by an agent. The ability to count the number of mutes can address the need for Hold and Mute SLA reports, or detect any undesirable behavior by agents who may mute customers to fake one way audio.
Save Your Filter
You can save your search filters, and run them the next time you need for a faster search. For example, you can search for all the inbound queued calls you or your agent have received in the last month which lasted under 20 seconds, and save your search criteria. If you want to include all calls in the day, you must set the ending time to the end of the day (either select 23:45, or manually enter 23:59).
To save your search filter:
- While in the Recent Calls, select the filter criteria you would like to apply.
- Click Save As.
- Enter a Criteria Name and Criteria Description.
- Click Save As again.
Your search filter is saved and added to the filters drop-down list. You can apply your saved filter to the active calls.
- To update or modify your saved search, make changes in the filters, and click Save.
To delete the saved search from the filters drop-down list, click next to that search in the list.
Column Settings Fields
To return to the default column view, select Reset to Default. To go back to Recent Calls, click outside the column settings. The selected settings are applied.
- Abandon Time: Shows the duration from the time the call enters the queue until the caller hangs up before speaking to an agent.
- Agents: Shows the agent who received or rejected the call, or was unable to answer it.
- Call Date: Shows the date the call was made. You can sort the column by call date.
- Call Direction: Shows the direction of calls such as Inbound or Outbound.
- Call Duration: Shows the duration of the call in hours, minutes, seconds, and milliseconds (HH:MM:SS.MS).
- Call Start Time: Shows the start time of the call in HH:MM:SS. You can sort the column by date, but not by time.
- Call Type: Shows the type of calls such as Queued, No Queue, Verification, etc.
- Caller Name: Shows the caller's name or number as it is presented to 8x8 by the caller's phone carrier.
- Caller Phone Number: Shows the caller's phone number.
- Destination Number: Shows the destination number such as web callback.
- Dialing Channel: Shows the channel number the call has been made to or from.
- Hangup By: Shows the party who disconnected the call, such as agent, customer, or system
- Hold Count: Shows the number of times the call was put on hold.
- Max Hold Duration: Shows the longest hold time for each call.
- Mute Count: Shows the number of times an agent has muted a customer.
- Queues: Shows the queue name the call was put into.
- Time in IVR: Shows the amount of time the call was in IVR in hours, minutes, seconds, and milliseconds.
- Total Hold Duration: Shows the total hold duration for each call if a call was placed on hold.
- VCC Transaction ID: A unique ID assigned to each interaction that enters Virtual Contact Center.
- Wait Time In Queue: Shows the wait duration before the caller speaks to an agent.
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