Introduction to Aloware Communication Info
Effective call data management is crucial for businesses to analyze customer service quality and gain insights into call interactions.
By utilizing Communication Info in Aloware, businesses can benefit in several ways:
Call Analysis - The detailed call data provided by Communication Info allows businesses to analyze call performance, assess user activities, and identify trends or patterns that impact customer service quality.
Improved Decision Making - The insights derived from Communication Info help businesses make informed decisions about call routing strategies, staffing, training, and process improvements to enhance overall call management and customer experience.
Enhanced Customer Service - By monitoring call details, duration, and call disposition, businesses can ensure effective call handling, minimize wait times, and optimize customer service levels.
This article delves into the features and benefits of Communication Info, guiding users on how to access and utilize this valuable tool.
Communication Info Overview
Aloware's Communication Info provides detailed call data records, enabling businesses to analyze call performance and improve customer service.
The key components of Communication Info include:
Call Activities - Communication Info helps identify the ring groups and the specific user or agent the call is trying to reach. It provides insights into call activities, such as user notes, call answering options (fishing mode, barge, whisper), and call transfer records. Moreover, call monitoring features like call recordings and smart transcription enhance call analysis capabilities.
Inbound and Outbound Call Details - Communication Info displays a comprehensive range of details for both inbound and outbound calls. These details include contact information, call disposition (status assigned by the user), caller and recipient line information, target users, user or agent information, call answering modes (fishing mode, barge, whisper), call duration, talk time, wait time, call recordings, smart transcription, voicemail, user notes, call disposition, and more.
Screenshot of the Communication Info
How to Navigate to Communication Info
To access Communication Info in Aloware, follow these steps:
Navigate to the Contacts menu.
Select or search for the desired contact for which you want to view call information.
In the communication box, click the call log arrow to expand the communication details overview.
Click the "More Details" button to access the comprehensive Communication Info.
The Communication Info provides details that offer insights into call interactions, user activities, and call outcomes. From call duration to call disposition, this information enables businesses to make data-driven decisions and improve their overall communication strategies.
The contact you are trying to call or receiving a call
The user assigns the status of the call
The line that is being used to call
The line you are calling to
Target Users (Attempt 1)
Identifies the user that an inbound call is trying to reach, usually in a Ring Group
Displays the user or agent
Answered with Fishing Mode
Yes or No. If the call was answered in Fishing Mode
Yes or No. If the call is barged
Yes or No. If the call is whispered
The number in the queue before the call hung up
Records the time when the call started and the place of the call
Records the time when the call ended
Logs the call duration
Logs the call duration with a human voice
Logs the wait time of the call
Records the line that is used to call
Records the ring group if the line is enrolled
This allows you to play the audio recording. Aloware supports playback speeds ranging from 0.5x to 2.0x.
Displays the call-to-text conversation
Plays the voicemail
Displays the user notes
Logs where the contact was created
Displays all the tags that the contact is labeled or tagged
The user assigns the call status after the call ends
Clicking the more info will display the Child Call details
Logs where the call was before transferring
Records the call transferred to
Yes or No. No means that the call was warm transferred
Clicking more info will get back to the Parent Call
Ring Group Snapshot
Provides more information on how the call went through in a ring group
Clicking this button opens the Aloware support chat.
Clicking this button removes the specific communication from all reports.
Screenshot of Smart Transcriber page
Screenshot of Ring Group snapshot