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
- 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 , 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:
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
Time when the call was made
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.