☎️All Calls

This option shows all the failed, passed, and pending call records.

• Filters: You can search for specific call records based on date, agent, department, number, and duration.

• Creation Date: The date and time when the call was placed.

• Agent: The agent assigned to the call.

• Department: The department to which the agent belongs.

• From Number: The number from which the call was received.

• Duration: Determines how long the call lasted.

• Creation Type: Specifies whether the call was uploaded manually or created automatically.

• Status: Identifies whether the call passed QA or not.

• Total Words: The number of words exchanged during the call.

• Flagged Words: Flagged words detected by the system during the call.

• Actions: More options to manage calls.

• Call Details: Shows call transcription, AI chatting, about, and notes in a popup window. It also allows you to listen to the call recording.

  • Call Transcitption: Textual form of conversation done during the call.

    
• Chat With AI: Allows you to ask questions about the call, client, or agent's behavior from an AI Bot.

• About Section: Provides additional information about the call transcript. You can also change the call status or download call details in PDF format.

• Add Notes: Allows you to add and edit notes about the call.

• Play Recording: Plays the call recording.

• Download: Downloads the recording.

• Edit Call Status: The Pencil icon lets you change the call status.

• View Call Logs: Shows more call details.

• Delete: Removes the record from the table.

• Export Calls: This button downloads the call details in CSV format.

• Create Call: To manually create a new call, click the Create Call button.

• Select Agent: Choose an agent you created earlier.

• Select Department: Choose a department from the departments list.

• From Number: Add the number from which the call was made.

• Select Recording Files: Upload the call recording by browsing your system.