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Overview

The Call Logs Report is an essential tool that shows the information on the calls within a specific time frame.

This allows admins and managers with access to these reports to have an overview of the calls placed or received within the system, providing first-hand information on each.

The Call Logs can be further personalized based on the needed information by applying filters and column customization. 

Contents

Call Logs

From the Convoso main menu, click the Reports menu.

Click the Call Logs menu option.

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Filtering Call Logs

In the Manage Call Logs section, you have the option to select what information you want to view by taking advantage of the Filter By: function.

  • In the Start/End Dates fields select the timeframe, calendar days and time (In Pacific Standard Time) for the search.
  • In the Filter By fields, select the value to base the search on.
    • Click the +Add Filter button to open more Filter By fields to further break down Call Log data.
  • In the Order By fields, select how the results will be sorted: Ascending or Descending.

Some Filter By fields options:

  • Audio Quality - Filtering by selecting all the values 1, 2, 3, 4, and 5 or selecting a single value - based on the value Agents put on the Disposition phase.
  • Call Type - Filter calls by 3-Way (Conference Call), Inbound, Manual, or Outbound.
  • Campaign - Filter calls by Campaign.
  • Displayed Caller ID - Filter by the phone number that is displayed as Caller ID.
  • Duration Sec. - Filter by the amount of time the call lasted using an operator.
  • ID - Filter calls by Call Log ID.
  • Lead ID - Filter by Lead ID number; using an operator is optional.
  • List - Filter calls using List name.
  • Outbound Called Count - Filters calls using the number Outbound called count using the operator.
  • Phone Number - Filter Lead by phone number.
  • Queue - Filter calls by Call Center Queues.
  • Status - Filter calls by the Status (You can use With/In and Not In operators).
  • User - Filter calls based on Users (You can also use System User as a filter).
  • Wait Sec. - Filter calls based on the number of seconds that the Lead waited in a Queue.

Customize the Call Logs Table

Click the Customize button to add or remove and rearrange the data columns on your Call Logs Report. 

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The Customize modal window will open.

On the Data tab of the Customize window, you can select what columns you would like to display by clicking the checkboxes next to the individual options.

  • You can also use the Deselect All and Select All options to select or deselect all the options in each category.

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Click the green Save button in the bottom-right of the window.

On the Order tab of the Customize window, you can arrange the selected columns to be displayed.

  • To select a group of columns using shift + click. Hold the shift button and click on the top of the group, then the bottom of the group and all column names in between will also be highlighted
  • To select columns that are not adjacent, or select each individually, in the list using command + click (on Mac) or Ctrl + click (on Windows). Hold the command or ctrl key while clicking on each individual column name.

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Use the Up, Down, Top, and Bottom move buttons to the right of the list to rearrange the columns.

  • Click one of the move buttons to move all highlighted columns at once, together in the same direction.
    • Moving them all down or, will move each down one move.
    • Moving all highlighted columns to the top or bottom will group them next to each other.

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Click the green Save button in the bottom-right of the window.

Select Column Headers defined:

As grouped in the Customize window.

Agent-specific Columns

  • Originating Agent Name - The name of the Agent that initiated the call.
  • Agent Name - Agent Name of the current Agent if the call was transferred.
  • Lead Owner - If applicable, the Agent that owns that Lead.

Time-specific Columns

  • Time Stamp (PST) - Date and time the call occurred.

Call Statistics type Columns

  • Talk Time - Length of call measured in seconds minus the time it takes to connect the call.
  • Bill Time - Total amount of time that was billed (format - HH:MM:SS)
  • Queue Wait Time - How long an Inbound call waited in a Queue before an Agent answered.
  • Cost - The total charge of the call.
  • Outbound Called Count - Number of times an outbound call is attempted.

Calls data columns

  • Call Log ID - Unique identifier for the call.
  • Lead ID - Unique identifier for the Lead.
  • Status Name - The Disposition of the call.
  • Call Type - The type of call that was made: Inbound or outbound.
  • Termination Reason - Who or what ended the call, i.e., Agent, Caller, Answering Machine, blank if no contact was made.
  • Number Dialed - The Lead's phone number that was dialed.
  • Caller ID - The phone number displayed to the Lead.
  • Recordings - Contains the recording of the call and a download option for the recording.
  • Campaign Name - The name of the Campaign the Lead came from.
  • Campaign Type - What type of Campaign is being run.
  • List Name - The name of the List the Lead was in when dialed.
  • Queue Name - The name of the Queue the Lead was in when dialed.
  • StateTracker Blocked - The Lead is Blocked by a StateTracker Rule.
  • StateTracker Blocked Expires - When the Rule Block on a Lead expires, and the Lead becomes dialable again.

Contact information columns

  • Carrier Name - The name of the Phone Carrier to which the Lead belongs, i.e., AT&T, Verizon, T-Mobile, etc.
  • Last Modify - The last time the lead was modified.
  • Created At (Time) - When the Lead was created.
  • First Name - Lead's First Name.
  • Last Name - Lead's Last Name.
  • GMT Offset Now - The amount of time the Lead's time differs from Greenwich Mean Time (GMT)
  • Address - Lead's mailing address.
  • City - The city the Lead is in.
  • State - The state the Lead is in.
  • Postal Code - The Lead's Zip Code.
  • Email - The Lead's personal email address.

Export the Call Logs Report

Click the Export Log Results button to download the search results.

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You have two options to export:

  • Export all available data fields per record - selected by default
  • Export only the data fields displayed below

The data fields exported will be based on the Customize configurations set, which columns you have visible in the Call Logs table.

Call Logs Saved Search

Admins/Managers with Call Logs access can save their configured reports for future uses by using the Save Search feature.

  • At least one (1) Filter By filter value needs to be set for the feature to work. 

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The Save Search button opens a modal window with a field for naming the Search.

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Upon saving, and a success modal will open, confirming your search was successfully saved.

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Once saved, the search will become an available option to select under the Saved Searches drop-down, which appears above the Start/End Date fields upon the first saved search.

  • If there are no previously saved searches, the UI will change behind the modal window. 

Update Search and Delete Search buttons appear in order to edit or remove a Saved Search.

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**Call Logs stay on the system for 60 days.
**Call Recordings stay on the system for 30 days.

 

 

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