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1. Description
The History app allows you to view the call history.
It consists of the following elements:
- Top bar (Fig.1(1));
- Filter block (Fig.1(2));
- Registry (Fig.1(3));
- Pagination (Fig.1(4)).
Fig. 1. History tab
Include Page Top bar and Filter block in the History Top bar and Filter block in the History
1.3. Registry
The following columns are available in the registry:
- Checkbox;
- Date;
- Time;
- Direction;
- Answered at;
- Bridged at;
- Queue bridged at;
- Joined at;
- Leaving at;
- Hangup at;
- Reporting at;
- User;
- Extension;
- From;
- To;
- Destination;
- Gateway;
- Agent;
- Team;
- Queue;
- Member;
- Hangup by;
- Total duration;
- Tags;
- Display;
- Hold;
- Wait;
- Billing;
- Talk duration;
- Reporting;
- Queue wait;
- Queue duration;
- Result;
- SIP code;
- Hangup cause;
- Hangup disposition;
- AMD result;
- Agent`s comment;
- Blind transfer;
- Grantee;
- Score;
- Rated by;
- Member Id;
- Attempt Id;
- Call recording listening tool;
- Transcribe tool;
- Call info tool.
1.3.1. Checkbox
Use to select one or more entries.
1.3.2. Date
Displays the date the call was made.
1.3.3. Time
Displays the time the call was made.
1.3.4. Direction
Displays call directions:
- - inbound;
- - outbound.
1.3.5. Answered at
The time is displayed when the connection with the subscriber took place - calls began to come to the subscriber.
1.3.6. Bridged at
Displays the connection time of the subscriber, or another Webitel User, with the Agent.
1.3.7. Queue bridged at
Displays the connection time of the Agent with the Subscriber.
Info |
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The difference between Bridged at and Queue bridged at is that Bridged at displays the time for both calls from the Queue and internal calls, while Queue bridged at only displays the time for calls from Queues. |
1.3.8. Joined at
Displays the time when the subscriber got into the Queue.
1.3.9. Leaving at
Displays the time when the subscriber left the Queue. The exit from the Queue is the connection with the Agent or the end of the call.
1.3.10. Hangup at
Displays the time the call ended.
1.3.11. Reporting at
Displays the time when Postprocessing started.
Tip |
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Since processing starts immediately after the end of the call, the time specified in the Hangup at field and in the Reporting at field can be the same. |
1.3.12. User
Displays the username.
1.3.13. Extension
Displays the user's Extension. Depending on the type of call, it has different meanings (see Tab. 1).
1.3.14. From
Displays the number from which the call originated. Depending on the type of call, it has different meanings (see Tab. 1).
1.3.15. To
Displays the number of the called party. Depending on the type of call, it has different meanings (see Tab. 1).
1.3.16. Destination
The number being called is displayed. Depending on the type of call, it has different meanings (see Tab. 1).
Сolumns | ||||
---|---|---|---|---|
Call type | From | To | Destination | Extension |
Inbound | Subscriber number | Webitel User number (filled in after the User has picked up the phone) | The number dialed by the Subscriber | |
Outbound IVR | The number that is entered in the settings of the Resource through which the call is made | The number of the Subscriber to whom the call is being made (after modification, if digits were taken away or added) | Subscriber number | |
Preview dialer | User Extension (Webitel) | The number of the Subscriber to whom the call is being made (after modification, if digits were taken away or added) | Subscriber number | User Extension (Webitel) |
Progressive dialer | The number that is entered in the settings of the Resource through which the call is made |
| Subscriber number | |
Predictive dialer | The number that is entered in the settings of the Resource through which the call is made |
| Subscriber number | |
Outbound | User Extension (Webitel) | The number of the Subscriber to whom the call is being made (after modification, if digits were taken away or added) | The number dialed by Webitel User/Agent | User Extension (Webitel) |
Internal between Users | User Extension (initiator of the call) | User Extension (recipient of the call) | User Extension (recipient of the call) | User Extension (initiator of the call) |
Tab. 1. Display data depending on the type of call
1.3.17. Gateway
Displays information on the Gateway that was used in this case.
1.3.18. Agent
The Webitel User login is displayed.
1.3.19. Team
Displays the Agent's Team.
1.3.20. Queue
Displays the Queue that the call came from.
1.3.21. Member
Subscriber information is displayed.
1.3.22. Hangup by
Displays the Leg that initiated the call termination (Leg A or B). Depending on the type of Call, the Leg may change (see Table 2)
Type of Call | Leg A | Leg B |
---|---|---|
Inbound | Subscriber | Agent |
Outbound IVR | Subscriber | |
Preview dialer | Agent | Subscriber |
Progressive dialer | Subscriber | Agent |
Predictive dialer | Subscriber | Agent |
Outbound | Agent | Subscriber |
Internal between Users | Call initiator | The User who received the call |
Tab. 2. Legs A-B depending on the type of call
1.3.23. Total duration
Displays the amount of time spent on the call.
1.3.24. Tags
It is present in the records of calls in which an answering machine is configured in the routing with the ability to record a voice message.
1.3.25. Display
The number that is entered in the Resource settings is called through.
1.3.26. Hold
Displays the amount of time the call has been on hold. If there is no hold, the field is empty.
1.3.27. Wait
Displays the connection timeout.
1.3.28. Billing
Displays the amount of time the Subscriber has been connected to the Agent. The time when the charge was charged - call billing.
1.3.29. Talk duration
Displays the amount of time the Subscriber has been connected to an Agent.
1.3.30. Reporting
Displays the amount of time the Agent spent on postprocessing.
1.3.31. Queue wait
Displays the time spent by the Agent in the Queue, from entering the Queue until the moment of connection with the Agent or until the end of the call in the case when the Subscriber ended the call without waiting for the Agent.
1.3.32. Queue duration
Displays the time spent by the Agent in the Queue from the moment they enter the Queue until the end of the call.
1.3.33. Result
Displays the result. There are the following result options:
- missed - missed by the Agent, present only in the Preview, when the Dialer did not reach the Agent and, accordingly, does not dial the Subscriber;
- timeout - present in calls that have processing configured. It is set if the Agent did not have time to finish processing in time;
- failed - did not get through to the Subscriber;
- abandoned - got through to the Subscriber, but there was no connection with the Agent;
- success - successful result;
- cancel - canceled.
1.3.34. SIP code
Displays the SIP call termination code. Possible reasons can be found in Table 3.
1.3.35.Hangup cause
Displays the reason for ending the call. Possible reasons can be found in Table 3.
Include Page Hangup cause Hangup cause
Tab. 3. Hangup cause
1.3.36. Hangup disposition
Displays the reason for ending the call. List of possible termination reasons:
- Client reset;
- Agent reset;
- Cancel;
- Didn't answer;
- Ended by system.
1.3.37. AMD result
If there is a setting for this parameter, it displays who answered the call - a machine or a person.
With AMD functionality enabled, the following options are possible:
- NOTSURE - not sure;
- HUMAN - a person;
- MACHINE - voice recording, for example, an answering device;
- CANCEL - the Member canceled the call while the recognition occurred.
With the Artificial Intelligence (AI AMD) functionality enabled, the following options are possible:
- human - a person;
- silence - silence;
- ringback - beeps;
- voicemail - voice recording, for example, an answering device.
Info |
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AMD is available for Outbound IVR Queue, Progressive Dialer and Predictive Dialer. |
If auto-detection is disabled, the field will be empty.
1.3.38. Agent`s comment
Displays the agent's comment about the call in processing if it is configured.
1.3.39. Blind transfer
The number to which the blind transfer was made is displayed here. When there is no blind translation, the field remains empty.
1.3.40. Grantee
Displays the Role assigned to the Queue within which the call occurred.
The recipient is entered on the General tab of the Queue.
Note |
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If the call passes along the route of several Roles, then only the last Role will be displayed in the History. |
1.3.41. Score
The dialog score is displayed here.
Calls with transfers are not evaluated.
Only a call that has a call recording or transcription can be evaluated.
One call can only be evaluated once.
1.3.42. Rated by
The name of the User who graded the call is displayed here.
1.3.43. Member Id
The Member id is displayed here.
1.3.44. Attempt Id
The Attempt id is displayed here.
1.3.45. Call recording listening tool
When you click on the button, a list of available entries appears (Fig. 9).
Fig. 9. List of entries
The call recording playback panel opens by clicking on the name (Fig. 10).
Image RemovedImage Added
Fig. 10. Call recording playback panel
It consists of the following elements:
- Play/Pause button;
- File playback track;
- File playback volume control tool;
- Settings button - used to set the playback speed of the file;
- File download tool;
- Playback close button.
1.3.46. Transcribe tool
When you click on the Image Modifiedbutton, the audio file of the selected recording is converted to text.
Image Modified - recording can be transcribed;
Image Modified- transcribe is ready.
The Transcription modal window (Fig.1011) when click on the Image Modified button.
Fig. 1011. Transcription modal window
1.3.46.1. Transcription modal window
The modal window consists of the following elements:
- File drop-down list - the transcribed file of a particular conversation is selected here;
- - Download TXT tool - the TXT file of the selected file is downloaded after clicking on the button;
- - Delete tool - deletes the selected file;
- The body of the conversation - here it is indicated:
- Time - indicates the time interval in which the phrase was spoken. The count is in milliseconds, where 0 is the beginning of the conversation;
- Channel - indicated by whom the phrase was uttered;
- Text - the phrase that was spoken.
1.3.47. Call info tool
Clicking on the button opens the card of call.
The card of a call can have the following tabs:
1.4. Pagination
Include Page | ||||
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2. Opportunities
2.1. Select of displayed columns in the registry
Goal | Select of displayed columns in the registry |
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Preconditions | |
Steps |
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Result | The modal window closes. The selected columns are displayed in the registry. |
2.2. Export of Call data
Goal | Export of Call data |
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Preconditions |
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Steps |
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Result | The history.csv file is downloaded, which call information. |
2.3. Filter the displayed data in the Registry
Goal | Select to display calls from the Orders Queue |
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Preconditions |
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Steps |
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Result | The data registry is reloaded, and the data for the selected filter is displayed. |
2.4. Download the record of the call
Goal | Download the record of the call |
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Preconditions |
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Steps: |
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Result | A zip file is downloaded in which the call recording is located. |
2.5. Listen to a call recording
Goal | Listen to a call recording |
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Preconditions |
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Steps: |
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Result | The call recording is played. |
2.6. View information about a call.
Goal | View information about a call. |
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Preconditions |
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Steps: |
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Result | The Call info tab opens. |
Table of Contents |
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