Call info (History)

Owned by Olesya Tantsyura
Last updated: Mar 06, 2024
1 min read

1. Description

Displays a list of variables assigned in the routing, the processing result (Fig.1), and the AMD results. If no variables are available - this is notified.

Fig. 1. Call info tab

An Agent comment can also be displayed in this tab.

The voice recognition prediction will be displayed if the auto-detection functionality is configured and enabled in the Queue.

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.