1. Description

It is designed to view the history of calls served by the Agent.

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. Work log tab

1.1. Top bar

1.2. Filter block

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

It consists of the following elements:

1. Filtering fields (Fig.9(1));

2. Reset filters button (Fig.9(2));

3. Expand filters button (Fig.9(3)).

Fig. 9. Filter block

1.2.1. Filtering fields 

Available fields for filtering:

• From - sets the start time of the period for which you want to view data;

• To - sets the end time of the period for which you want to view the data.

1.2.2. Reset filters button 

1.2.3. Expand filters button

1.3. Registry

It is designed to display records with call data.

It consists of the following elements:

1. Select visible columns (Fig.10(1));

2. Refresh button (Fig.10(2));

3. Registry (Fig.10(3)).

Fig. 10. Registry

1.3.1. Select visible columns 

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

The Select visible columns modal window opens (Fig.11) when you click thebutton.

Fig. 11. Select visible columns modal window

Select the checkbox (Fig.11(1)) - this column is displayed in the registry;

Clear the checkbox (Fig.11(2)) - this column is not displayed in the registry.

1.3.2. Refresh button

1.3.3. Registry

The data in the registry is updated every 10 seconds.

The following columns are available in the registry:

1. Date & time;

2. Direction;

3. Answered at;

4. Bridged at;

5. Queue bridged at;

6. Joined at;

7. Leaving at;

8. Hangup at;

9. Reporting at;

10. User;

11. Extension;

12. From;

13. To;

14. Destination;

15. Gateway;

16. Team;

17. Queue;

18. Member;

19. Duration;

20. Tags;

21. Display;

22. Hold;

23. Wait;

24. Billing;

25. Reporting;

26. Queue wait;

27. Queue duration;

28. Result;

29. SIP code;

30. Hangup cause;

31. Blind transfer.

1.3.3.1. Date & time

Displays the date and time of the event that occurred.

1.3.3.2. Direction

Displays call directions:

• — inbound;

•   — - outbound.

1.3.3.3. Answered at

The time when the connection with the subscriber took place is displayed — calls began to come to the subscriber.

1.3.3.4. Bridged at

Displays the connection time of the subscriber, or another Webitel User, with the Agent.

1.3.3.5. Queue bridged at

Displays the connection time of the Agent with the Subscriber.

1.3.3.6. Joined at

Displays the time when the subscriber got into the Queue.

1.3.3.7. 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.

1.3.3.8. Hangup at

Displays the time the call ended.

1.3.3.9. Reporting at

Displays the time when Postprocessing started.

1.3.3.10. User

Displays the username.

1.3.3.11. Extension

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

1.3.3.12. From

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

1.3.3.13. To

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

1.3.3.14. Destination

The number being called is displayed. Depending on the type of call, it has different meanings (see Tab. 1).

Tab. 1. Display data depending on the type of call

1.3.3.15. Gateway

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

1.3.3.16. Team

Displays the Agent's Team.

1.3.3.17. Queue

Displays the Queue that the call came from.

1.3.3.18. Member

Subscriber information is displayed.

1.3.3.19. Duration

Displays the amount of time spent on the call.

1.3.3.20. 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.

1.3.3.21. Display

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

1.3.3.22. Hold

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

1.3.3.23. Wait

Displays the connection timeout.

1.3.3.24. Billing

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

1.3.3.25. Reporting

Displays the amount of time the Agent spent on postprocessing.

1.3.3.26. 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.

1.3.3.27. 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.

1.3.3.28. Result

Displays the result. There are the following result options:

• missed - missed by the Agent, present only in the Preview dialer, when the Dialer did not reach the Agent and, accordingly, does not dial the Subscriber;

• timeout - present in calls that have postprocessing configured. It is set if the Agent did not have time to finish postprocessing 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.

1.3.3.29. SIP code

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

1.3.3.30. Hangup cause

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

Tab. 3. Hangup cause

1.3.3.31. Blind transfer

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

1.4. Pagination

2. Opportunities

2.1. View information for a specific period

2.2. Selection of displayed columns in the registry

2.3. Change Agent status

2.4. Call the Agent