Communication Logs in Aloware Talk provide a detailed archive of all communications—calls, texts, emails, and faxes—helping users access, manage, and act on interaction records. This tool simplifies organization and enhances operational efficiency by consolidating information into a single, actionable platform.
Let’s take the example of a call and walk through its lifecycle to show how Communication Logs track, store, and provide actionable functionality after the interaction ends.
How communication logs begin
Every communication begins with an inbound or outbound interaction. At this stage, Aloware collects and processes real-time details to ensure proper routing, tracking, and connection to relevant users.
Contact identification - if the caller is already in your system, Aloware will link the call to their existing profile. For new callers, a new contact profile is automatically created.
Agent assignment - the system assigns the call to the active agent or team handling the inquiry. Group routing preferences ensure calls reach the appropriate recipient.
Metadata tracking - important details, such as call direction (inbound vs outbound), start time, and agent involvement, are tracked in real time.
After the call: Creating a log
When a call or communication ends, Aloware automatically converts it into a completed communication log. This log includes all relevant data collected during the call, organized for easy access.
What details are stored in the communication logs?
Core interaction information
Call direction (inbound or outbound), duration, timestamps, and participants.
Actionable links
Links that open the communication record for further action.
Tags, and notes can be added by agents to categorize the call (e.g., Follow-up required, Needs escalation)
Linked resources
If enabled, audio recordings of the call and transcriptions generated by AloAi Voice Analytics are attached to the log. These resources allow for detailed context and future analysis.
At this point, the record becomes part of the communication logs for long-term storage and immediate access by agents.
Actions you can take using completed communication logs
At the conclusion of an interaction, the communication logs become an integral tool for agents and admins to ensure follow-ups, issue resolution, and collaboration across teams.
Review the log - click the More Details button in the log to open a new tab with the full record of the interaction.
Open full communication history for a contact - by clicking on the contact in the log, you can p[en a new tab displaying all past communications associated with that contact.
Take follow-up actions - Reply or continue the conversation via text, email, or callback directly from the log. Icons for Reply and Callback are available for quick action.
Reply
Callback
Update tags and notes - if the status of the call changes (e.g., follow-up completed, issue resolved), update the tags, notes, or dispositions to reflect the new context.
Searching and filtering communication logs
As your organization collects more logs, being able to search, filter, or refine records is important. Aloware provides advanced tools to help locate and act on specific interactions quickly.
Search for logs
Access the search bar at the top of the Communication Logs page.
Enter keywords such as:
Customer name - to locate communications attached to a specific contact.
Phone number - to view all interactions from a particular number.
Agent name - for filtering records handled by a specific agent.
Use filter to refine results
Aloware's communication logs also let users filter data directly from columns in the dashboard. These actionable links allow you to filter into records instantly without leaving the log view.
Filter by user (agent)
In the User column, click any username to filter the table and display all communication logs specific to that agent or user. This helps track all interactions tied to a particular person.
Filter by line used
Within the line used column, click on the specific communication line to filter records associated with that channel or line. This is useful for monitoring activity across multiple lines.
Refining communication logs with advanced filters
Filters in Aloware allow users to pinpoint specific communication logs based on attributes like agent, line used, or other details.
Filter type | Description | Example use case |
By agent or team | Limit the results by the agent or team assigned to a communication. | Find all logs handled by “Team A” last week. |
By attributes | Filter by tags, dispositions, or communication type (e.g., inbound/outbound). | View all calls marked "Needs Escalation." |
Time-based filters | Focus on communications within a specific timeframe, duration, or start date. | Identify calls made during the last 30 days. |
Special filters | Target specific conditions like "First-Time Communications" or "Untagged Communications." | Locate interactions without a proper follow-up tag. |
Steps to apply filters
Click the Filters button in the top-right corner of the logs page.
Select from filter options (agent, date, type, attributes).
Refine results further using specific tags, dispositions, or keywords.
Save commonly used filters for future use:
Personal Filters - for agents who frequently need specific data.
Company-wide filters - for admins to maintain standardized searches across teams.
Once a filter is set, the results can be shared via link, enabling team collaboration and consistency.
The filter's URL can be shared with team members.
Managing completed logs with deletion
Overtime, stored interaction logs can become cluttered or less relevant to day-to-day operations. Aloware provides tools to help admins and agents categorize and manage completed records to align with business priorities.
Deleting logs - If a communication is deleted, it’ll not show in the history of the communications logs anymore. The user can’t undo this action.
A confirmation window appears before deletion, requiring the user to double-check before finalizing the action.
Personalizing log views
Communication Logs also allow users to customize data views, ensuring the logs align with their workflow.
Steps to customize log view
Navigate to the communication logs page and locate the column headers.
Use customization options to add or remove columns, and rearrange the order columns for faster visibility of key data.
Save the modified layout for ongoing use.
How communication logs help teams
For admins & supervisors
Monitor team and individual performance by reviewing call outcomes, response times, and tags.
Utilize archived records for audits, training, or compliance purposes.
Analyze historical data to identify trends or areas for improvement.
For agents
Provide a clear summary of past interactions to support effective follow-ups.
Save personal filters and customize views to meet specific workflows.
Access detailed notes, tags, and resources within seconds.