Table of Contents


Overview

Call data records are important in business. A good amount of information helps in analyzing the overall customer service your business gives.

Aloware call end details give you the exact answers of how the call went through:

  • it helps you identify the ring groups and which user/ agent the call is trying to reach first;

  • it provides you with call activities, including user's notes, answered options (fishing mode, barge, whisper), or call transfer records;

  • it supports call monitoring like call recordings and smart transcription.


Communication Info

Aloware provides more details about the calls to the users with the following information.

Screenshot of the 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 to display the communication details overview

  • Click the More Details button.

  • The Communication Info will display the following details in inbound and outbound calls:

Field

Description

Contact

The contact you are trying to call or receiving a call

Disposition

The user assigns the status of the call

From

The line that is being used to call

To

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

User

Displays the user or agent

Attempting User

Answered with Fishing Mode

Yes or No. If the call was answered in Fishing Mode

Barged

Yes or No. If the call is barged

Whispered

Yes or No. If the call is whispered

Queued

The number in the queue before the call hung up

Started at

Records the time when the call started and the place of the call

Ended at

Records the time when the call ended

Duration

Logs the call duration

Talk Time

Logs the call duration with a human voice

Wait Time

Logs the wait time of the call

Line

Records the line that is used to call

Ring Group

Records the ring group if the line is enrolled

Recording

Plays the audio recording

Smart Transcription

Displays the call-to-text conversation

Voicemail

Plays the voicemail

Notes

Displays the user notes

Creator Type

Logs where the contact was created

Tags

Displays all the tags that the contact is labeled or tagged

Call Disposition

The user assigns the call status after the call ends

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

Screenshot of Smart Transcriber page:

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