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SUP 8.1 Review call history

SUP 8.1 المشرف المكالمات History

  1. Open المشرف > المكالمات History.
  2. Read the four summaries:
SummaryIts own caption
Total المكالماتsA week-on-week change, for example "+1.2% from last week".
Avg DurationIn minutes.
CompletedA percentage, with a qualitative note such as "Good performance".
With RecordingA count, captioned "Available to play".
  1. تصفية using the start date and end date controls, All طوابير الانتظار, and الحالة, which offers Completed, Transferred and Voicemail.
  2. حدد or clear Hide segmented calls.
  3. حدد Customize جدول to change the visible columns.
  4. Review the columns: Date & Time, المكالماتer, الوكيل, Wait Time, Talk Time, طوابير الانتظار, Duration, الحالة, Recording and Summary.

The empty state reads "No call records found matching your filters."

The date range defaults to the last 30 days, not to everything. It opens with the start date 30 days back and the end date today. A call older than that is not missing, it is outside the window: widen the range before concluding a call was never recorded.

Hide segmented calls changes what a row means. A call transferred between agents or queues produces several segments. With the option cleared you see each leg, which is what you want when tracing where a call went wrong. With it selected you see one row per customer contact, which is what you want when counting calls. Know which mode you are in before you quote a total.

Wait Time and Talk Time answer different questions. Wait Time is the queue's performance. Talk Time is the agent's. A long Wait Time with a short Talk Time is a routing problem, not a handling one.

This page is not the same as المقسم الآلي المكالمات Logs. المكالمات Logs (المقسم الآلي 6) is every call on the المقسم الآلي, including internal ones. المكالمات History is the queue-handled subset, with the contact-centre columns. Use المكالمات Logs to prove a call arrived, and المكالمات History to explain what happened to it.

Figure key, المشرف المكالمات History​

  1. مسار التصفح.
  2. Left navigation, with المكالمات History selected.
  3. Total المكالماتs summary.
  4. Avg Duration summary.
  5. Completed summary.
  6. With Recording summary.
  7. بحث field.
  8. عنصر التحكم في تاريخ البدء.
  9. عنصر التحكم في تاريخ الانتهاء.
  10. Queue filter.
  11. الحالة filter.
  12. Hide segmented calls control.
  13. Customize جدول control.
  14. Columns: Date & Time, المكالماتer, الوكيل, Wait Time, Talk Time, طوابير الانتظار, Duration, الحالة, Recording, Summary.