Table of Contents


Overview

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

  • Communication Logs

  • Call Logs in the Contacts menu

  • Smart Transcription


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

    • Attempting User

    • 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

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