View details of every call made or taken by your call center agents or business teams in the Call Metrics.

As call center admins or supervisors, you can view your call logs and all metrics related to your calls. 

You can search for call logs based on call notes that your agents have add to their conversations.

You can also filter your call logs based on the below criteria:

  • Specific phone numbers you own (could be sales, marketing, or support team calls)

  • Time period from which you want to view call logs

  • Call types: Answered, Unanswered, voicemail

    • Answered: Calls with a conversation between the customer and the agent

    • Unanswered: Calls not answered by the agents.This includes calls that were abandoned by the customer(After ringing, in queue or during IVR)

    • Unanswered with voicemail: Calls for which the customer left a voicemail

  • Call direction: Incoming, outgoing

  • Contacts or Agents

  • Call Queues: Get deeper visibility into the overall call performance for every queue in your call center

  • Business Hours

  • Call metrics: Freshcaller comes packed with real-time call performance metrics. Choose to see metrics that your business cares about alongside detail call logs. Simply click the rLS53g9BmjPsn8wuqBoKRiavi-41-0ClIQ.png, check the metrics and click ‘Done’ to view the following:
  • Number: The call center number used for the call

  • Handle time: Overall talk time

  • Hold time: Time agent put your call on hold

  • Answer speed: How quickly the call was answered by a particular agent

  • Ringing time: How much time did it ring before any agent picked up the call

  • Queue time: Time spent in call queue before reaching an agent

  • Wait time: Total time spent by a caller before reaching an agent from the time they call in

Based on the filters, you will be able to view each call record containing the following details:

  • Customer information

  • Talk time and call direction (incoming, outgoing, missed, call completed, etc.)

  • Agents to whom calls are assigned to

  • Call recording (based on your preference to record every call)

  • Number that was used to make or take the call (this gives you visibility into which teams are maximizing the phone system)

  • Call lifetime metrics you chose to view as part of the logs

  • Call cost

  • Time when the call was made

Call Transfers

When a call has been transferred to other agents one or more times, you will be able to see it below the call status along with a timestamp and the number of time the call was transferred.

Note: Freshcaller will store all the call logs permanently, so you can access them at all times.