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 |
Ring Group Snapshot | Provides more information on how the call went through in a ring group |
Screenshot of Smart Transcriber page:
Screenshot of a Ring Group Snapshot: