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Freshcaller’s call life cycle feature captures each step that occurs during an incoming/outgoing call and allows you to view the series of events in chronological order. With call lifecycle, you can view a call's entire journey from the time it was answered/dialed until the call was completed.


How is call lifecycle useful?

As a supervisor or an admin of your account, you may want to know and understand what happened during a call or how was a caller's experience. With the call life cycle, you get 360-degree insight into each inbound and outbound call in your account: 


Call lifecycle lets you:

  • Easily get the complete context of a call
  • Quickly identify the reasons for missed or ignored calls
  • Effectively monitor agent productivity


Here are some examples and use cases where call life cycle can help:

Example 1: Quickly check the cause for missed calls
You are encountering too many missed calls and want to to identify the cause. In this case, you may want to quickly check the events and understand the reason behind the missed calls.
Example 2: Identify agents who ignore calls
Sometimes the reason behind missed calls may be that the agents are ignoring calls. With call lifecycle, you can easily identify the agents who ignore calls and take corrective actions.
Example 3: Validate call charges and call cost
If you have questions on a particular call cost or call charge, you can quickly refer to the call events and validate the charges.


How to view the call lifecycle?

  1. Log in to your Freshcaller account and click on the Call Metrics tab.
  2. Tap on a call record for which you want to view the call lifecycle. The Call Details screen opens.
  3. Click on the Call Lifecycle tab. Here you can see the entire call journey.
  4. Additionally, you can export the life cycle events as a CSV or Excel file. You will receive the downloaded file on your registered email id.


What are the call events captured?


With call lifecycle, you can never miss a call event. The following table gives you details on the different events that you can see in the call lifecycle:


Event NameDescription
ACW time out atThe time when After Call Work (ACW) status for the agent started.
Agent conference initiated atThe time when the agent initiated a conference call with another agent. 
Agent extension initiated atThe time when the caller pressed an extension number to reach a specific agent.
Answered atThe time when an agent answered a call. You can also see the agent who answered the call.
Call queue started atThe time when the call entered a call queue. You can also check the call queue's name to which the call was routed.
Call transcription started atThe time when the call transcription started.
Call transcription ended atThe time when a call transcription ended.
Call transcription failed atThe time when a call transcription failed.
Callback requested atThe time when a caller placed a request for a callback.
Callback initiated atThe time when the callback was initiated to the customer.
CSAT initiated atThe time when the agent initiated the Customer Satisfaction (CSAT) survey at the end of a call.
CSAT ended atThe time when the Customer Satisfaction (CSAT) survey was completed.
Deflection bot (Voicebot) initiated atThe time when the voicebot was initiated. You can also check the voicebot's name to which the call was routed.
Deflection bot (Voicebot) responded atThe time when the voicebot responds to a customer's query.
Deflection bot (Voicebot) ended atThe time when the voicebot response ends.
Entered wait queueThe time when a caller entered the wait queue.
Queue full atThe time at which the wait queue was full.
Wait Queue timedout atThe time when the maximum wait queue time elapsed for a caller.
Exited wait queueThe time when the caller moved out of the wait queue.
Ended atThe time when a call ends.
Call on hold atThe time when the agent puts the call on hold.
Call resumed atThe time when an agent resumed the call after pausing or holding the call.
Ignored atThe name of the agent who ignored the call.
Ringing Warm TransferThe time when a transferred call (warm) starts ringing to an agent. You can also check the agent's name to which the warm transfer was initiated.
Timedout Warm TansferThe time when the warm transfer timed out as the agent did not respond within the set time.
Ringing Cold TransferThe time when a transferred call(cold) starts ringing to an agent. You can also check the agent's name to which the cold transfer was initiated.
Timedout Cold TransferThe time when the cold transfer timed out as the agent did not respond within the set time.
IVR initiated atThe time when a call was routed to an IVR flow. You can also check the IVR's name to which the call was routed.
IVR input atThe time when a customer provides a keypress option for IVR.
IVR fallback initiated atThe time when a call moves to the fallback route within the IVR.
Manually recorded atThe time when an agent manually starts recording the call.
Recording started atThe time when a call recording started.
Recording paused atThe time when a call recording was paused.
Recording resumed atThe time when a call recording was resumed.
Ringing atThe time when a call starts ringing to any agent.
Routing automation initiated atThe time when a call is routed via routing automation. You can also check the routing automation flow's name to which the call was routed.
Routing automation ended atThe time when a routing automation call ends.
Routing automation responded atWhen a call routed via routing automation returns/responds based on the inputs.
Speech IVR initiated atThe time when a call is routed to speech-enabled IVR. You can also check the speech IVR's name to which the call was routed.
Speech IVR responded atThe time when a speech bot responds to the caller's voice input.
Speech IVR ended atThe time when the speech-enabled IVR call ended.
Timedout atThe time when an agent did not respond to and call within the set time.
Voicemail initiated atThe time when a voicemail was initiated. 
Voicemail transcription started atThe time when a voicemail transcription started.
Voicemail transcription ended atThe time when a voicemail transcription ended.
Supervisor changed queue position atThe time when the supervisor moved the position of the call waiting in the queue from the live dashboard.
Supervisor picked up atThe time when the supervisor directly attends to a caller waiting in the queue from the live dashboard.
Supervisor transferred to agent atThe time when a supervisor assigned a caller waiting in the queue to any available agent from the live dashboard.
Supervisor barged atThe time when the supervisor barges into any call from live dashboard.



How to read and understand the lifecycle events?


Reading the call lifecycle events is easy and straightforward to understand. You will see the event name along with the time of occurrence. 


Example: The following screenshot shows the call lifecycle of a simple incoming call. 

You can see that this call has 7 events:

  1. The incoming call arrived.
  2. The call entered the Ticket Booking Call Queue.
  3. The call rang to agent Benjamin Nash.
  4. Agent Benjamin Nash answered the call.
  5. The agent paused the call recording.
  6. The agent resumed the call recording.
  7. The call was closed.