Skip to main content

SUP 8.1 Review call history

SUP 8.1 Penyelia Panggilan History

  1. Open Penyelia > Panggilan History.
  2. Read the four summaries:
SummaryIts own caption
Total PanggilansA 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. Tapis using the start date and end date controls, All Barisan Giliran, and Status, which offers Completed, Transferred and Voicemail.
  2. Pilih or clear Hide segmented calls.
  3. Pilih Customize Jadual to change the visible columns.
  4. Review the columns: Date & Time, Panggilaner, Ejen, Wait Time, Talk Time, Barisan Giliran, Duration, Status, 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 PBX Panggilan Logs. Panggilan Logs (PBX 6) is every call on the PBX, including internal ones. Panggilan History is the queue-handled subset, with the contact-centre columns. Use Panggilan Logs to prove a call arrived, and Panggilan History to explain what happened to it.

Figure key, Penyelia Panggilan History​

  1. Jejak Navigasi.
  2. Left navigation, with Panggilan History selected.
  3. Total Panggilans summary.
  4. Avg Duration summary.
  5. Completed summary.
  6. With Recording summary.
  7. Cari field.
  8. Kawalan tarikh mula.
  9. Kawalan tarikh tamat.
  10. Queue filter.
  11. Status filter.
  12. Hide segmented calls control.
  13. Customize Jadual control.
  14. Columns: Date & Time, Panggilaner, Ejen, Wait Time, Talk Time, Barisan Giliran, Duration, Status, Recording, Summary.