Viewing the Call Details

The Individual Call Detail screen comes in handy when looking into for additional details about an employee’s response to a callout. The Individual Call Detail screen, will allow you to see which digits an employee pressed during the call, along with a time stamp for each interaction.

Solution

To view the Individual Call Detail screen:

1. View the Callout Detail Report for the callout the call in question occurred on.
2. Click the details link next to the call.

The Individual Call Detail screen contains two tables—Call Information and Digits Received.

The Call Information table displays the called employee’s name, the type of call (outbound or inbound), the start time of call (this is when the phone is answered), the end time of the call, the duration of the call, the phone/pager number that was called and the result recorded for the call (e.g. Accept, Decline, Answering Machine…). For most customers, the Call Information section also contains links that allow users to download and listen to the call recording for that call. Listening to the call recording can be helpful in understanding what happened during an employee’s interaction with the automated system.

The Digits Received table is used to display which digits a user entered and how long into the call the digits were received.

Note: The time into the call digits are pressed is calculated from the time the call is answered and not when the phone started ringing.

Online Documentation Reference

Individual Call Detail Report