Understanding communication info
Aloware’s Communication Info organizes call data, including talk time, wait time, and call outcomes, to help businesses improve performance and customer service.
It provides insights for better call routing, staffing, and workflows, while giving agents the context they need to offer more personalized support.
Understanding ring group fields
In Aloware, ring groups distribute incoming calls to a set of users for efficient call handling.
Two key fields help track how calls are routed within a ring group:
'Target Users' shows all users in the ring group who could potentially receive an inbound call.
'Attempting Users' displays the specific users Aloware attempted to contact during the routing process. This distinction helps admins understand call distribution patterns and optimize team performance.
Call record data fields
Call recordings are a vital part of Aloware's Communication Info, allowing businesses to review conversations for quality assurance, training, and compliance purposes.
Communication records include important number identifiers that clarify the direction and participants of each interaction.
The 'Incoming Number' field represents your Aloware number where inbound calls are received.
The 'Contact Number' represents the caller's or recipient's number, typically your customer's phone number. When making internal calls, the 'Contact Number' may display an internal Aloware phone number instead.
Users may occasionally encounter issues with accessing call recordings. Most playback problems can be resolved with a browser refresh, and missing recordings can be located by searching through contact logs with specific call details.
Accessing communication info
Navigate to the Contacts menu and select or search for a specific contact.
Open the call history by clicking the call log arrow in the communication box.
Click the "More Details" button to view a comprehensive summary of the calls.
If call recordings are enabled, they will appear in the communication history under the contact log.
How to use communication info to improve operations
For business admins
Admins can use Communication Info to review detailed call and text records to better understand communication workflows. They can track key metrics like call duration, talk time, and dispositions to evaluate how calls are handled.
Reviewing this information helps identify trends, monitor performance, and make necessary adjustments to improve overall communication processes.
For agents
Agents can use Communication Info to access call details, notes, and dispositions, helping them provide more personalized support. They can track call durations and talk time to improve efficiency and use past notes to ensure timely and appropriate follow-ups.
Transfer histories and ring group details make team coordination easier, while call recordings allow agents to review and improve their skills.
The table below summarizes the metrics and records captured by Communication Info. Understanding these field definitions is essential for accurately interpreting communication records and optimizing your workflow management:
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 | Record 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 | This allows you to play the audio recording. Aloware supports playback speeds ranging from 0.5x to 2.0x. |
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 |
Other buttons: |
|
Report issue | Clicking this button opens the Aloware support chat. |
Archive | Clicking this button removes the specific communication from all reports. |
Call quality in-app report | This organizes similar issues into groups, making it easier to review and analyze data. Admins and users can quickly identify recurring problems, track metrics like latency and jitter, and address issues efficiently. This feature integrates seamlessly with other Aloware reporting tools to improve communication performance. Read this guide to learn about Network Performance Metrics. |
Example of a call quality in-app report