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)).

Open

Fig. 1. History tab

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:

•  

  • Open

    

     — 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.

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.

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).

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)

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.

Tab. 3. Hangup cause

1.3.37. Hangup disposition

Displays the reason for ending the call. List of possible termination reasons:

• Client dropped;

• Agent dropped;

• Cancelled;

• Not answered;

• Error;

• 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.

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.

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

2. Opportunities

2.1. Select of displayed columns in the registry

2.2. Export of Call data

2.3. Filter the displayed data in the Registry

2.4. Download the record of the call 

2.5. Listen to a call recording

2.6. View information about a call.