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1. Description

The History app allows you to view the call history.

It consists of the following elements:

  1. Top bar (Fig.1(1));
  2. Filter block (Fig.1(2));
  3. Registry (Fig.1(3));
  4. Pagination (Fig.1(4)).

Fig. 1. History tab

1.1. Top bar

The top bar consists of the following elements:

  1. Search field;
  2. Transcribe button;
  3. Export;
  4. Download button;
  5. Delete button.

1.1.1. Search field

It consists of an input field and a search settings button — . Clicking the button opens a list of search options (Fig. 2):

  • Regular search — search in the register;
  • Full text search — search through transcribed conversation records;
  • Agent's comment — search by comments left by Agents in processing;
  • Variable — search for variables that appear on the Call info tab.

If you search by Variable, the  icon is displayed in the search field; if you hover the cursor over it, an information notification about the query format “Query format: key=value" is displayed.

To search by variables, you must enter data in the search field in the following form:

key=value

key - the value entered in the Key field in the Member variable;

value - the value entered in the Value field in the Member variable;

For example, wbt_auto_answer=3000

Fig. 2. Search options

To search by part of a word or number, use the * symbol. 

Full text search

When searching conversation records, a single-word query displays records that contain that word.

To find a phrase, you must use the & symbol, for example:

I & can

If you need to find a record containing one word and not the second, then the following character set is used — &!

For example, the entry must contain the word good and not have the word credit. In this case, you should write:

good &! credit

For a selection of records containing at least one of the words, use |

Ok | agree | good

If an invalid query format is entered, or there is no match data for a correctly entered format, the message "Please check filters query" is displayed in the registry.

1.1.2. Transcribe button

Transcription is the conversion of speech into text. The button becomes active after selecting an entry, or entries, in the registry. The selected conversation records are translated into the text after clicking the Transcribe button, and the transcription tool in entries is changed.

Transcription is not possible if there is no recording of the conversation.

1.1.3. Export

It is designed to export data from the register.

When the Export button is clicked, a file is downloaded in the format specified by the export_settings parameter on the Configuration page.

If the parameter is not set, an Export modal window (Fig. 3) opens, allowing you to select the format.

Fig. 3. Export modal window

The following formats are available:

  • xls;
  • csv.

When selecting the csv format, you need to enter a delimiter in the Separator field.

The file contains data from the registry that matches the applied filters.

1.1.4. Download button

The button is used to download objects. Clicking this button opens a list with options (Fig. 4):

  • Recordings;
  • Transcriptions.

Fig. 4. Download button

The file upload starts after selecting/clicking an option. The history-records archive file is downloaded when you choose the Recordings option. The transcripts archive file is downloaded when you select the Transcriptions option. Information about the number of downloaded files is displayed under the Download button.

1.1.5. Delete button

The button is used to delete objects using checkboxes. The button becomes active after selecting an entry, or entries, in the registry. Clicking this button opens a list with options (Fig. 5):

  • Recordings — deletes the conversation record;
  • Transcruptions — deletes the transcription of the conversation record;
  • Both — delete the recording and transcription of the conversation.

Fig. 5. Delete button

The modal window opens to confirm the deletion after selecting an option.

1.2. Filter block

It is designed to filter the data displayed in the registry.

It consists of the following elements:

  1. Filter fields (Fig. 6(1));
  2. Select visible columns (Fig. 6(2));

  3. Select variables columns (Fig. 6(3));

  4. Reset filters button (Fig. 6(4));

  5. Refresh button (Fig. 6(5));

  6. Expand filters button (Fig. 6(6));
  7. Buttons for presets (Fig. 6(7)).

Fig. 6. Filter block

1.2.1. Filter fields

Available fields for filtering:

  • Preset;
  • From;
  • To;
  • Direction;
  • User;
  • Gateway;
  • Agent;
  • Team;
  • Queue;
  • Grantee;
  • Contact;
  • Tags;
  • Hangup cause;
  • AMD result;
  • Has recording;
  • Has transcription;
  • Rated by;
  • Rated;
  • Total duration (Sec):
    • From (sec);
    • To (sec);
  • Talk duration (Sec):
    • From (sec);
    • To (sec);
  • Score (%):
    • From (sec);
    • To (sec).

The number of fields may vary depending on the User's rights to view the page.

1.2.2. Select visible columns 

It is designed to select the columns displayed in the registry.

The Select visible columns modal window to display opens (Fig. 7), when you click the  button.

Fig. 7. Select visible columns modal window to display opens

Select the checkbox (Fig. 7(1)) — this column is displayed in the registry;

Clear checkbox (Fig. 7(2)) — this column is not displayed in the registry.

1.2.3. Select variables columns

The Select variables columns modal window (Fig. 8) opens after clicking on the  button. It is used to display the call variable columns in the registry. 

Fig. 8. Select variables columns modal window 

Enter the key of the variable in the Key field.  It is displayed in a new column in the registry.

 Example:...

Enter email  in the Key field. Click the Display button. The key is added to the list in the modal window with the checkbox selected (Fig. 8a).

  Fig. 8a. Add a column of variables

Click the Add button. The modal window closes, and the email column is displayed in the registry (Fig. 8b).

Click the  to remove the variable from the list.

Fig. 8b. The email column in the registry

The email column displays the value of the email variable if such a variable exists in this call; if not, the field remains empty.

Several variables can be added. A checkmark in the checkbox displays this column in the registry. If the checkbox of a variable is empty, the column is not shown.

1.2.4. Reset filters button 

Represented as a button , all previously selected filters are reset when clicked.

1.2.5. Refresh button

Updating the register table is performed by clicking on the refresh button -

.

1.2.6. Expand filters button

Represented as a  button, all fields for filtering are revealed when clicked.

Note

The number of fields displayed may vary depending on the browser window size. Use the  button to expand all fields.

1.2.7. Buttons for presets

Preset — saved values in the filtering fields.

1.2.7.1. Save

To create a new preset, select the required values in the filter fields and click the button next to the Save button. Select Save as from the dropdown list. The Preset name modal window opens (Fig. 9).

Fig. 9. Preset name modal window

Enter the name of the preset in the Name field.

The Save button saves the previously specified filter values with the entered name.

The Cancel button closes the modal window.

To change an existing preset, select it in the Preset field, make the necessary changes in the filtering fields, and click the Save button. The Preset name modal window will open with the Name field filled in. If you change the name, the changes made will be saved in the preset with a new name; the preset with the old name will be deleted.

Clicking the Preset field displays a list of presets created by the current User. When a User selects a preset, the system substitutes the values from the saved preset into the filter fields and applies them to the list of calls displayed in the register.

Preset names are unique within a single User.

1.2.7.2. Cancel

The Cancel button deletes the selected preset and resets all filters.

The Cancel button is inactive if the Preset field is empty.

1.3. Registry 

The following columns are available in the registry:

  1. Checkbox;
  2. Date;
  3. Time;
  4. Direction;
  5. Answered at;
  6. Bridged at;
  7. Queue bridged at;
  8. Joined at;
  9. Leaving at;
  10. Hangup at;
  11. Hangup description;
  12. Reporting at;
  13. User;
  14. Extension;
  15. From;
  16. To;
  17. Destination;
  18. Gateway;
  19. Agent;
  20. Team;
  21. Queue;
  22. Member;
  23. Hangup by;
  24. Total duration;
  25. Tags;
  26. Display;
  27. Hold;
  28. Wait;
  29. Billing;
  30. Talk duration;
  31. Reporting;
  32. Queue wait;
  33. Queue duration;
  34. Result;
  35. SIP code;
  36. Hangup cause;
  37. Hangup disposition;
  38. AMD result;
  39. Agent's comment;
  40. Blind transfer;
  41. Grantee;
  42. Score;
  43. Rated by;
  44. Member Id;
  45. Attempt Id;
  46. Contact;
  47. Call recording listening tool;
  48. Transcribe tool;
  49. Call info tool.

1.3.1. Checkbox

Used 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.

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. Hangup description

The error text received from the provider is displayed.

1.3.12. Reporting at

Displays the time when Postprocessing started.

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.

1.3.13. User

Displays the username.

1.3.14. Extension

Displays the user's Extension. Depending on the type of call, it has different meanings (see Tab. 1).

1.3.15. From

Displays the number from which the call originated. Depending on the type of call, it has different meanings (see Tab. 1).

1.3.16. To

Displays the number of the called party. Depending on the type of call, it has different meanings (see Tab. 1).

1.3.17. 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

InboundSubscriber numberWebitel User number (filled in after the User has picked up the phone)The number dialled 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 numberUser Extension (Webitel)
Progressive dialerThe 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);
  • Webitel User number (filled in after the User has picked up the phone)
Subscriber number
Predictive dialerThe 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);
  • Webitel User number (filled in after the User has picked up the phone)
Subscriber number
OutboundUser 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 dialled 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

1.3.18. Gateway

Displays information on the Gateway that was used in this case.

1.3.19. Agent

The Webitel User login is displayed.

1.3.20. Team

Displays the Agent's Team.

1.3.21. Queue

Displays the Queue that the call came from.

1.3.22. Member

Subscriber information is displayed.

1.3.23. 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 CallLeg ALeg B
InboundSubscriberAgent
Outbound IVR
Subscriber

Preview dialer

AgentSubscriber
Progressive dialerSubscriberAgent
Predictive dialerSubscriberAgent
OutboundAgentSubscriber
Internal between Users Call initiatorThe User who received the call

Tab. 2. Legs A-B depending on the type of call

1.3.24. Total duration

Displays the amount of time spent on the call.

1.3.25. 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.

1.3.26. Display

The number that is entered in the Resource settings is called through.

1.3.27. Hold

Displays the amount of time the call has been on hold. If there is no hold, the field is empty.

1.3.28. Wait

Displays the connection timeout.

1.3.29. Billing

Displays the amount of time the Subscriber has been connected to the Agent. The time when the charge was charged - call billing.

1.3.30. Talk duration

Displays the amount of time the Subscriber has been connected to an Agent.

1.3.31. Reporting

Displays the amount of time the Agent spent on post-processing.

1.3.32. Queue wait

Displays the time spent by the Subscriber 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.

1.3.33. 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.

1.3.34. 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 an opportunity 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 - cancelled.

1.3.35. SIP code

Displays the SIP call termination code. Possible reasons can be found in Table 3.

1.3.36. Hangup cause

Displays the reason for ending the call. Possible reasons can be found in Table 3.

When receiving/sending a HangUp event, we receive/send Cause Code, i.e., the reason the call ends and the subscriber leaves the queue.

In the table below you can view all Cause Codes used in ISDN telephony that correspond to the Q.850 protocol.

ITU-T Q.850 CodeSIP answerCauseDescription
0
UNSPECIFIED

It is issued by the router when none of the other codes fit. This cause usually occurs in situations similar to causes 1, 88, and 100.

1404UNALLOCATED_NUMBERThis cause indicates that called side cannot be reached because although the called side number possesses a valid format, currently it is not assigned (assigned).
2404NO_ROUTE_TRANSIT_NETThis cause indicates that the equipment sending this cause has received a request for call routing through a particular transit network which it does not recognize. The equipment sending this cause does not recognize the transit network for the following reasons: the transit network does not exist or that particular transit network, although it exists, does not maintain the equipment sending this cause.
3404NO_ROUTE_DESTINATION

This cause indicates that called side cannot be reached because a network through which the call has been routed doesn’t maintain a desirable destination. This cause is supported depending on the network.

6
CHANNEL_UNACCEPTABLEThis cause indicates that the last identified channel is not acceptable for the sending object to use in this call.
7
CALL_AWARDED_DELIVERED

A user has been given an incoming call, and the incoming call connects to the channel already set for that user for similar calls (for example, x.25 virtual calls in a package mode).

16
NORMAL_CLEARINGNormal call termination
17486USER_BUSYThe called side cannot take another call because the user's busy state has been detected. This cause value can be created by a called user or network. In case when the user is detected as busy, it is noted that the user’s equipment is compatible with the call.
18408NO_USER_RESPONSEThe called side doesn't respond to a message of call establishing, warning, or connection indication during an established period.
19480NO_ANSWERThis cause is used when a called side has been warned but is not answering with a connection indication during the prescribed period. A note: this cause is not necessarily generated by the Q.931 procedures but can be caused by the internal network timers.
20480SUBSCRIBER_ABSENTThis cause value is used when the mobile station has logged out of the system, the radio connection with the mobile station has not been established, or the personal radio connection user temporary does not possess the address on any user network interface
21603CALL_REJECTEDThis cause indicates that the equipment sending this cause does not wish to receive this call although it may have accepted this call because the equipment sending this cause is not busy or incompatible. A network also can generate this reason indicating that the call has been rejected due to the restrictions of additional service. The diagnostics field may include additional information about the additional service and the reason for denying.
22410NUMBER_CHANGEDThis cause is returned to the calling side when the called side’s number specified by the calling side is no longer assigned. The new calling side number may be optionally included in the diagnostics field. When the network does not support this cause, it means the reason №1: unallocated (unassigned) number must be used.
23410REDIRECTION_TO_NEW_DESTINATIONThis cause is used by the general ISUP protocol mechanism which can be launched by the commutator that decides to establish a call to another called number. This exchange may cause a redirection mechanism that uses this cause value to request a previous exchange participating in the call to route the call to the new number.
25483EXCHANGE_ROUTING_ERROR

This cause indicates that the destination point specified by the user cannot be reached because the intermediate commutator has disabled the call due to reaching the limit while executing the hop counter procedure. This cause is generated by the intermediate node that produces a result of 0 when the hop counter value is decreasing.

27502DESTINATION_OUT_OF_ORDERThis cause indicates that the destination point specified by the user cannot be reached because the interface of the destination point does not work properly. The ‘does not work properly’ term means that the signaling message could not be delivered to the remote side; for example, physical level failure, level of data transmission channel on the remote side, or the disabled user’s equipment.
28484INVALID_NUMBER_FORMATThis cause indicates that a called side cannot be reached because the called side number has an invalid or incomplete format.
29501FACILITY_REJECTEDThis cause returns when an additional service requested by the user cannot be provided by the network.
30
RESPONSE_TO_STATUS_ENQUIRYThis cause is included in the STATUS message when the prior receipt of the STATUS INQUIRY was a reason for generating the STATUS message.
31480NORMAL_UNSPECIFIEDThis reason is used to report a normal event only when none of the other reasons in the normal class apply.
34503NORMAL_CIRCUIT_CONGESTIONThis cause indicates that currently there is no suitable circuit/channel for call processing.
38503NETWORK_OUT_OF_ORDERThis cause indicates that a network is not working properly, and this state is likely to last for a long time so the immediate call retry is unlikely to be successful .
41503NORMAL_TEMPORARY_FAILUREThis cause indicates that a network is not working properly, and this state is unlikely to last for a long time; so the user may want to make one more call attempt almost immediately.
42503SWITCH_CONGESTIONThis cause indicates that the switching equipment generating this cause is experiencing a high traffic period
43
ACCESS_INFO_DISCARDEDThis cause indicates that a network couldn’t deliver to the remote user information about access according to the request, i.e the information between users, low-level compatibility, high-level compatibility, or subaddress as specified in the diagnostics.
44503REQUESTED_CHAN_UNAVAILThis cause comes back when another side of the interface cannot provide the scheme or channel indicated by the requesting object.
50
FACILITY_NOT_SUBSCRIBEDThis cause indicates that a user has requested an additional service that is available but the user is not authorized to use.
52403OUTGOING_CALL_BARREDThis cause indicates that although the calling side is a subscriber of the CUG outbound call, the outbound calls are not allowed for this CUG subscriber.
54403INCOMING_CALL_BARREDThis cause indicates that although the called side is a CUG subscriber for the inbound call, the inbound calls are not allowed for this CUG subscriber.
57403BEARERCAPABILITY_NOTAUTHThis cause indicates that a user has requested a transfer capability that is implemented by the equipment that generated this cause but the user is not authorized to use.
58503BEARERCAPABILITY_NOTAVAILThis cause indicates that a user has requested a transfer capability that is implemented by the equipment that generated this cause but which is currently unavailable.
63
SERVICE_UNAVAILABLEThis cause is used for informing about the cause of service or parameter unavailability only when none of the other reasons in the service class or parameter unavailability apply.
65488BEARERCAPABILITY_NOTIMPLThis cause indicates that the equipment sending this cause does not support the requested transfer capability.
66
CHAN_NOT_IMPLEMENTEDThis cause indicates that the equipment sending this cause does not support the requested channel type.
69501FACILITY_NOT_IMPLEMENTEDThis cause indicates that the equipment sending this cause does not support the requested additional services
79501SERVICE_NOT_IMPLEMENTEDThis cause is used for informing about the cause that is related to the unimplemented service or parameter only if none of the other reasons in the class of unimplemented service or parameter apply.
81
INVALID_CALL_REFERENCEThis cause indicates that the equipment sending this cause received a message with a link to a call that is not currently used in the user-network.
88488INCOMPATIBLE_DESTINATIONThis cause indicates that the equipment sending this cause has received a request to establish a call that has low-level compatibility, high-level compatibility, or other compatibility attributes (for example, data transmission speed) which cannot be implemented.
95
INVALID_MSG_UNSPECIFIEDThis reason is used for informing about invalid message cause only if any other reason in the invalid message class does not apply.
96
MANDATORY_IE_MISSINGThis cause indicates that the equipment sending this cause has received a message without an information element that must be present in the message before this message can be processed.
97
MESSAGE_TYPE_NONEXIST

This cause indicates that the equipment sending this cause has received a message with a message type it does not recognize because this message is not defined or defined but not implemented by the equipment sending this cause.

98
WRONG_MESSAGEThis cause indicates that the equipment sending this cause has received a message that the procedures do not indicate that it is a valid message to receive in the call state, or that a STATUS message was received indicating the incompatible call state.
99
IE_NONEXISTThis cause indicates that the equipment sending this cause has received a message including unrecognizable information element (s) because the information element (s) / parameter (s) name (s) is (are) not defined or defined but not implemented by the equipment sending this cause. This reason indicates that the information element (s) has (have) been discarded. However, the information element is not obligated to be present in the message to allow the equipment sending this cause to process the message.
100
INVALID_IE_CONTENTSThis cause indicates that the equipment sending this cause has received the information element that was implemented by it. However, one or several fields in the I.E. are encoded in a way that hasn’t been implemented by the equipment sending this cause
101
WRONG_CALL_STATEThis cause indicates that a message non-compliant with the call state has been received. 
102504RECOVERY_ON_TIMER_EXPIREThis reason indicates that a procedure was initiated by timer expiration connected with error processing procedures. This is often caused by NAT issues. Make sure «NAT Mapping Enable» is activated in your ATA. If it isn’t concerning NAT, sometimes it refers to a provider. Check if another outbound provider can solve a problem.
103
MANDATORY_IE_LENGTH_ERROR

This cause indicates that the equipment sending this cause has received a message including parameters that are not recognized because parameters are not defined or defined but not implemented by the equipment sending this cause. The reason indicates that the parameters have been ignored. Besides, if the equipment sending this cause is an intermediate point thus this cause indicates that the parameter (parameters) was (were) transmitted without changes.

111
PROTOCOL_ERRORThis reason is used for informing about protocol error cause only in case when none of the other causes in the protocol error class apply.
127
INTERWORKINGThis reason indicates that an internetwork call (usually an SW56 service call) has ended.
503
MANAGER_REQUESTThis cause is used when you send an API command to end the call.
605
PICKED_OFFThis cause means that the call was picked up from another added number.
606
USER_NOT_REGISTEREDThis means you tried to call a SIP user that has not been registered.
609
GATEWAY_DOWNGateway is down (does not respond to OPTIONS or SUBSCRIBE)
687
ABANDONEDThis means that the call was canceled by the dialer


ORIGINATOR_CANCELThe call originator (agent or client) ended the call before receiving the answer (Answer)

Tab. 3. Hangup cause

1.3.37. 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.

1.3.38. 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 cancelled 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.

AMD is available for Outbound IVR Queue, Progressive Dialer and Predictive Dialer.

If auto-detection is disabled, the field will be empty.

1.3.39. Agent's comment

Displays the agent's comment about the call in processing, if it is configured.

1.3.40. Blind transfer

The number to which the blind transfer was made is displayed here. When there is no blind translation, the field remains empty.

1.3.41. Grantee

Displays the Role assigned to the Queue within which the call occurred.
The recipient is entered on the General tab of the Queue.

If the call passes along the route of several Roles, then only the last Role will be displayed in the History.

1.3.42. Score

The dialogue 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.

1.3.43. Rated by

The name of the User who graded the call is displayed here.

1.3.44. Member Id

The Member id is displayed here.

1.3.45. Attempt Id

The Attempt id is displayed here.

1.3.46. Contact

The name of the contact is displayed here.

1.3.47. Call recording listening tool

When you click on the  button, a list of available entries appears (Fig. 10).

Fig. 10. List of entries

The call recording playback panel opens by clicking on the name (Fig. 11).

Fig. 11. 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.

1.3.48. Transcribe tool

When you click on the button, the audio file of the selected recording is converted to text.

 - recording can be transcribed;

- transcribe is ready.

The Transcription modal window (Fig.12) when click on the  button.

Fig. 12. Transcription modal window

1.3.48.1. 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.

1.3.49. Call info tool

Clicking on the button opens the card of call.

The card of a call can have the following tabs:

  1. Call info;

  2. Legs A-B;

  3. Call visualization.

1.4. Pagination

It consists of the Rows per page field, which indicates the number of entries (it is possible to set from 1 to 1000) per page, and forward and backward buttons for switching pages.

2. Opportunities

2.1. Select of displayed columns in the registry

Goal

Select of displayed columns in the registry

Preconditions
  1. Access to the History application;

Steps


  1. Click the  button. The Select visible columns modal window opens.
  1. The columns displayed in the table have selected the checkbox: columns that should not be displayed - clear checkboxes.
  2. Click the Add button.

Result

The modal window closes. The selected columns are displayed in the registry.

2.2. Export of Call data

Goal

 Export of Call data

Preconditions
  1. Access to the History application;
  2. The presence of at least one Call.

Steps

  1. Click the Export CSV button.

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

Preconditions
  1. Access to the History application;
  2. The presence of the Orders Queue.

Steps

  1. Click on the Queue field. A drop-down list with existing Queues opens.
  2. Select the Orders Queue. If the required Queue is not in the displayed list, then use the

    Queue field as a search field - enter Orders.

  3. Click on Orders.

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 

Preconditions
  1. Access to the History application;
  2. The presence of at least one Call with a record

Steps:

  1. Find the record of the conversation you want to download.
  2. Click the .

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

Preconditions
  1. Access to the History application;
  2. The presence of at least one Call with a record.

Steps:

  1. Find the recording of the call you want to listen to.
  2. Click the. The file name is displayed.
  3. Click on the file name. The call recording playback panel opens.
  4. Click the play button.

Result

The call recording is played.

2.6. View information about a call.

Goal

View information about a call.

Preconditions
  1. Access to the History application;
  2. The presence of at least one Call

Steps:

  1. Find a call record for information on which you want to look.
  2. Click the .

Result

The Call info tab opens.

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