Reviewing call history
Voximplant Kit captures the full history of calls.
To view the call history:
- Log in to your Voximplant Kit account.
- On the left sidebar, click History.
- Select the Call history section.
- In the Calendar field, select the date range. You can select one of the predefined values or specify a custom date range.
- The call history table contains the following fields:
Time – Indicates the call connection time.
Type – Indicates whether the call is outbound or inbound.
Call from – Indicates the phone number of the caller.
Call to – Specifies the phone number of the callee.
Agent – Specifies the name of the agent who handled the call. This field also includes the information on whether the call is an outbound call from the softphone.
Queue – Specifies the queue to which the system distributed the call.
Dialing – Specifies the time it took the caller to dial the callee till the latter answered the call.
Duration – Specifies the duration of the conversation.
Record – Click Play to listen to the call audio recording, if any, or copy the link to the clipboard.
Price – Displays the price of the call.
This field is not available for users with the Supervisor role.
Scenario – Displays the link to the related scenario, if any.
This field is display-only for users with the Supervisor role.
Campaign – Displays the link to the related campaign, if any.
This field is display-only for users with the Supervisor role.
Attempt result – Specifies the call result indicator or a wrap-up code (applicable only for PDS campaigns).
Attempts – Displays the actual number of dialing attempts (applicable only for PDS campaigns).
Tags – Displays the tags the agent used to classify the call, if any.
Topics – Displays the topics the agent used to classify the call, if any.
- Click on the required call to expand it and review the additional call information.
The additional call information is not available to users with the Supervisor role.
- Click the More options icon and select the View call flow option if you want to review how the call went through the scenario. If you need to copy the call log link to the clipboard, select Copy log link.
- Click Add filter if you need to apply additional filters to retrieve some specific call information. The following filters are available:
Campaign (not available to supervisors)
Attempt result (not available to supervisors)
Scenario (not available to supervisors)
Number
If you want to filter the call records by a specific phone number, select the Number filter, click All numbers, and enter minimum 3 characters into the search field.
Type
Tags
Agent
Queues
- Click Pause to disable real-time updating of the call history.
- Click XLS or CSV to download the call history as an XLS or CSV file.
