The Inbound calls report allows you to view and search for calls made on your hotline service. You can get detailed information about the calls made by your agents including their progress, duration, subject and queue name. To use this report, go to Reports → Infoline → Inbound calls.
Call filtering#
The report has an extensive filter system, to use it, click .
- Source number - customer phone number,
- Queue - name of the queue within which the conversation was held,
- Agent - data of the Agent receiving the call,
- Call ID - call identifier,
- Tags - tags assigned to a particular call,
- Call topic - topic of conversation selected during the call,
- Call description - note of the conversation,
- Customer rating - rating given by the customer after talking to the Consultant,
- Talk time - conversation duration,
- Wait time - waiting time to answer a call,
- Call time - hourly interval in which the call took place,
- Transferred to - name of the Agent to whom the call was transferred,
- Callback from - selection of the method of calling back the customer (Queue, Click2Contact, Click2Contact (for later)),
- Company - company data (name),
- IVR branch - last branch from which the switch to the queue occurred.
After selecting the filters, the selected connections will automatically appear in the list: