17.12.2020

What can you find out about a call in the call log

How the call report will help in the operation of the Oki-Toki cloud service for internal and outsourcing contact centers.

What can you find out about a call in the call log

A typical task is to find a specific call in the report, or calls and extract from it … but you never know what may be required. In this article, we will talk about the capabilities of the “Call Log” report in our cloud-based Oki-Toki Call Center. The main task of the report is to show the details of the operation of each of the elements – the “functions” of the call (IVR, Queue, Synthesis / Voice Recognition, Forwarding, Hold, etc.), the numbers of the parties of the call, the duration of the call and the waiting time, and in the “Reason” field – the reason for the termination call. But this is not enough for a comprehensive solution. For useful little things, we have created many tabs.

Call recording _

In this menu, you can listen, download, copy the link to the call and find out who listened to it before you. Record

Violations

The tab contains data on rules violated by the operator: duration of a call, conversation, waiting for an answer, etc. There are many of them and this list is supplemented with speech analytics tools. tab

Processing the Lost

This tab appears only in the “lost” inbox and shows the status of the automatic callback task: when it was assigned, how many attempts the dialer made and by whom it was processed. Treatment

Communication nodes

Display data from the report on communication providers: name, call result, call time and cost. Knots

Contacts

These tabs contain information about the client, which the operator will save in the questionnaire: client data, a completed conversation script. Contacts

Dialer

This tab contains information about the dialer used, the task number, its status, and the number of redial attempts made. Dialer

Links

This tab contains quick links to all the entities that were involved in the call: queues, dialers, script, operators, and providers. links

Transcript

In Oki-Toki, a complete transcript of the conversation is being made. In this tab, the dialog is displayed as a chat. This feature is currently in beta, but is available for everyone to use. Transcript If you like how everything is arranged with us, and you want to try working with us – click on the link.

What else can you do through the Call Log

  • call filter – a tool that hides the number from all reports and from all users who do not have rights to view such calls. This is necessary for scenario testing, operator training and internal calls.
  • You can share the link to the call by clicking on the icon.
  • Access to everything is possible through API functions. You can read about them here .
  • You can receive real-time call data through the webhooks mechanism.
  • Export the recording of the selected call to Google Drive.
Rate the news:

Read also

photo
Thursday September 10th, 2020 12 Tips for Improving Call Center Efficiency

How to improve the work of the call center, increase its efficiency, the most important points, methods, useful tips.

More
photo
Thursday June 10th, 2021 Oki-Toki: How to make a report on sip calls

Detailed video instruction on how to make a report on sip calls in the Oki-Toki service for internal and outsourcing contact centers.

More

Leave a request and get detailed advice from a specialist.

    Agreement on the processing of personal data