Table of Contents
When communications are recorded, you already have an overview of an end-to-end customer engagement that will help you analyze performance-related details.
Aloware understands how businesses need to stay on track in all communications that's why we provide ways for admins to review call information and provide insights through
Call Logs in the Contacts menu
Reviewing Calls in the Dashboard
You can review calls in the Dashboard > Communication Logs section.
The Communication Logs provide the details of communications made individually including call duration, talk time, tags, user, recording, etc.
Screenshot of Communication Logs
To review the calls, click the Play Recording icon.
Reviewing Calls in the Contacts
Aloware Contacts menu organizes your contacts. It also logs all engagements or communications made with them. Learn more about Engaging with Contacts.
Navigate to the Contacts menu
Search for the contact you want to review the calls
Click the contact name
Contact profile will display including the communication history
Click the call made (either inbound or outbound) to display more details
Click the Play Recording
Review Calls through Smart Transcription
Aloware Smart Transcription converts your calls to text. It transcribes calls of more than 30 seconds call duration. Learn how to Enable Smart Transcription in this article.
When Smart Transcription is enabled, it will display the converted call to text.
Navigate to Contacts Menu
Click the Contact you want to review the calls
In the communication box, click the call log to display the overview of details
Click the More Details button
Screenshot of Smart Transcription Analysis
Call End Details
Aloware provides the communication info per contact engagement.
Screenshot of Communication Info
To see this,
Navigate to the Contact's menu
Select/search the contact you want to see the call info
In the communication box, click the call log arrow
Click the More Details button
The Communication Info will display the following details:
Contact - the contact you are calling
Disposition - user set the status of the call
From - the line used to call
To - the line calling to
Target Users (Attempt 1)
User - the agent who called
Answered with Fishing Mode - Yes or No. If the call was answered in Fishing Mode
Barged - Yes or No. If the call was barged
Whispered - Yes or No. If the call was whispered
Queued - the number in queue before the call hung u
Started at - records the time started and place of the call
Ended at - records the time ended
Duration - logs the call duration
Talk Time - logs the duration of the call with a voice
Wait Time - logs the wait time of the call
Line - records the line used to call
Parent Call - clicking the more info will display the Child Call details
Transferred from - logs where the call was before transferring
Transferred to - records the call transferred to
Cold Transferred - Yes or No. No means that the call was warm transferred
Child Call - Clicking more info will get back to the Parent Call
Recording - plays the call recording
Smart Transcription - displays the call-to-text conversion
Voicemail - plays the voicemail
Notes - displays user notes
Creator Type - logs where the contact was created
Tags - displays all the tags that the contact is labeled or tagged
Call Disposition - user assigns the call status after the call ends