When allowed, an agent can check their own call logs. This is especially useful when they need to look up a previously called lead. To do this, follow the steps below.
In the Agent page, click on the Email Address and select Call Logs from the drop down.
In the Manage Call Logs section, you have the option to look for leads based on filters.
Enter Start and End Dates including the hours
Select the which Filter you will use
Select the items for the filter
Select how the results will be sorted
Select the order either Descending or Ascending order
If more filters are needed, click on Add Filter
The results will be listed down below.
The agent can also view the Call Logs of specific Leads.
Once a lead has been searched for and loaded, in the Lead Information Page, click on More and select Call Logs from the Drop Down.
Call Logs results for the Lead will be listed on this page.
From the call log results, you will be able to see the complete details of the calls.
Note: If the call was a 3-Way or conference call. The Call Type will show as 3-Way and the User will appear System 3-Way User, this is to identify that the call was a conference call.
When applicable, the Agent can also view the SMS Logs of specific Leads
In the Lead Information Page, click on More and select SMS Logs from the Drop Down.
SMS Logs results for the Lead will be listed in this page.