Call log: reworked logic for displaying events
Posted: Tue Dec 24, 2024 6:47 am
The Virtual PBX Personal Account has received another update. The logic for displaying events in the call log has been completely redesigned. Accordingly, the interface has also changed. Color coding has appeared, making it easier to navigate, as well as the ability to add a contact to the address book in 1 click.
Displaying events
Now, not only the employee who last answered the cambodia phone numbers call is shown, but also every specialist involved in handling the call. All scenarios are also displayed.
The timeline with visualization of what happened is divided into phases: when and to whom they called, how much time the subscriber spent at each stage. The details show all the events that occurred during the call processing. The events are grouped into blocks that can be expanded for viewing.
Call duration
As we know, many customers have been waiting for these changes. Now it is easy to reveal the essence and manner of call processing: how long did the subscriber wait for the call? How much time was spent waiting within the call? How much time was spent on post-processing the call?
For this purpose, the Calls report received 6 duration parameters.
The full call duration includes all its stages. It is displayed in the call detail header, and when clicked, additional parameters are revealed (they are also available as columns in the Calls report).
The response wait time is the time from when a call is received until the first response from an employee.
Total Wait Duration is the time the subscriber waited to be connected to staff and/or was on hold.
Call duration is the time from the start of the first connection to the end of the last one (disconnection).
Net call duration is the time spent directly on calls between the subscriber and employees (excluding waiting time).
Post-processing duration is the time after the subscriber and the last employee were disconnected, during which the employee tagged the call and/or the subscriber rated the employee.
Definition of events
Improved error logging in the call log. Now, instead of the uninformative "forwarding failed", a more precise description will be displayed, for example, "not enough channels to start an outgoing connection" or "the forwarding operation did not specify any numbers to which the call should be forwarded".
That is, the call log becomes clearer not only in terms of graphical representation, but also in terms of the events that occur. This means that it becomes possible to avoid errors in setting up call routing.
What will the update bring?
The changes will make it easier to control each call, especially if it has raised suspicions. The call log becomes a convenient tool for assessing the quality of work with calls and managing customer relationships. With its help, you can track how the call was technically processed, what actions were taken and at what point in time.
For example, to determine how long the communication between operators lasted during the transfer, or how much longer than prescribed in the corporate standard the client waited in line.
Also, from the information in the updated call log, it will become clear why the employee tagged the conversation as trash, but the conversation time turned out to be too long, or whether the company's specialists are abusing the hold mode, which can cause many deals to fail, etc.
Important note: Calls made before the update may not be displayed correctly.
Displaying events
Now, not only the employee who last answered the cambodia phone numbers call is shown, but also every specialist involved in handling the call. All scenarios are also displayed.
The timeline with visualization of what happened is divided into phases: when and to whom they called, how much time the subscriber spent at each stage. The details show all the events that occurred during the call processing. The events are grouped into blocks that can be expanded for viewing.
Call duration
As we know, many customers have been waiting for these changes. Now it is easy to reveal the essence and manner of call processing: how long did the subscriber wait for the call? How much time was spent waiting within the call? How much time was spent on post-processing the call?
For this purpose, the Calls report received 6 duration parameters.
The full call duration includes all its stages. It is displayed in the call detail header, and when clicked, additional parameters are revealed (they are also available as columns in the Calls report).
The response wait time is the time from when a call is received until the first response from an employee.
Total Wait Duration is the time the subscriber waited to be connected to staff and/or was on hold.
Call duration is the time from the start of the first connection to the end of the last one (disconnection).
Net call duration is the time spent directly on calls between the subscriber and employees (excluding waiting time).
Post-processing duration is the time after the subscriber and the last employee were disconnected, during which the employee tagged the call and/or the subscriber rated the employee.
Definition of events
Improved error logging in the call log. Now, instead of the uninformative "forwarding failed", a more precise description will be displayed, for example, "not enough channels to start an outgoing connection" or "the forwarding operation did not specify any numbers to which the call should be forwarded".
That is, the call log becomes clearer not only in terms of graphical representation, but also in terms of the events that occur. This means that it becomes possible to avoid errors in setting up call routing.
What will the update bring?
The changes will make it easier to control each call, especially if it has raised suspicions. The call log becomes a convenient tool for assessing the quality of work with calls and managing customer relationships. With its help, you can track how the call was technically processed, what actions were taken and at what point in time.
For example, to determine how long the communication between operators lasted during the transfer, or how much longer than prescribed in the corporate standard the client waited in line.
Also, from the information in the updated call log, it will become clear why the employee tagged the conversation as trash, but the conversation time turned out to be too long, or whether the company's specialists are abusing the hold mode, which can cause many deals to fail, etc.
Important note: Calls made before the update may not be displayed correctly.