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Call Log

Call Log is located under the Reports tab: it shows the calls on a MightyCall account for a specified period of time.

 

Access to Call Log

The Call Log is currently available for all users, regardless of their role. However, the list of visible calls & voicemails will differ for different team members:

Agents will only see:

  • Incoming calls addressed to them directly, received as part of a calling group and transferred by another user, both answered & unanswered;
  • Outgoing calls made by them;
  • Internal calls they participated in.

Agents have access to the call records & voicemail records they would normally see in their workspace, according to their access level (Personal, Calling Group, Call Flow).

Managers will only see:

  • All incoming calls to the business number(s) they have access to;
  • Transferred calls and direct calls to their extensions;
  • All outgoing calls from the business number(s) they have access to;
  • Internal calls they participated in;
  • Internal calls among Agents.

Managers have access to all call & voicemail records listed above.

Administrators will see all calls on the MightyCall account.

Page Layout

The Call Log page includes several columns with information, which can be added to the view or hidden by clicking on the Columns button:

 

Columns can also be rearranged by dragging & dropping them in the Selected list.

Essentials

Call start time

This is a default column, it can’t be hidden, it remains fixed in the left part of the Call Log page. You can sort the listed calls by the call start time by clicking on the arrows icon in the column header.

Direction

Shows whether a call is inbound, outbound or internal (between team members).

Result

Successful calls will be considered connected (to a user, a voicemail, voice menu, etc.). There are also calls that didn't connect, and dropped calls.

Inbound calls are considered dropped by the caller within 4 seconds, outbound calls are those dropped by the caller within 2 seconds.

Campaign

The outbound campaign the call was part of (for outbound calls).

Contact information

Contact

The name of the caller (if they are saved in your list of clients) or a phone number the message was sent from/to.

Employee information

Call owner

This is the primary agent involved in the call, whether the call was initiated or picked by them.

Participants

Includes the group/queue members who received the call, as well as the team members added via Add call. All listed participants are displayed with the status of the call ringing to them, accepted or missed.

 

Business number

The business number on your MightyCall account the call was made from/to.

Workgroup

The group the call went to as part of the Call to Group or Call Queue call flow option.

Media & note

Recording

You can view the call/VM recording in your workspace, copy a direct link to it or download it.

 

Note

The note left on the call.

Dispositions

System disposition

A call outcome automatically assigned by the system.

Agent disposition

A call outcome manually assigned by the Agent (usually in outbound campaigns).

Call metrics

Handle

The total time the Agent spent on a call from the moment the call was connected to the moment it was finished, including the wrap-up time.

Preview

The duration of the agent's preview of a record (on campaigns in the preview dialing mode only).

Greetings

Duration of all greetings heard by the caller.

Dial

The total amount of time spent on waiting for the answer from the callee (on outbound campaigns only).

Wait

The total amount of time the caller waited for the answer, excluding the greetings on inbound calls.

Talk

The total conversation duration, excluding the time spent on hold.

Hold

The total time spent on hold during the call.

Transfer

The time spent by the caller waiting for the transferee's response after the call has been transferred.

Technical details

Trace ID

An internal technical ID for the specific call/VM in the system. You can provide it to the support team to help locate the call/VM you have issues with/questions.

You can also change the line density for a more compact or extended view:

You can also click on the refresh button to refresh the list of calls, or on the CSV button to export the generated log as a CSV file.

 

 

The refresh button appears only if the selected period includes a future time period, e.g. any date preset that has not been finished yet (This Week, This Month, etc.) or Today with the Full day toggle on (so the data can be updated at any moment until the end of the day).

The search option includes searching by the contact's name or phone number, the text of the voicemail transcription or a note, and by the Call ID.

 

Time Range

By default, the Message Log shows all calls for the past 7 days (today + 6 past days) listed chronologically, with the most recent messages at the top.

You can specify the dates & time for the listed message as well as the timezone solely to show in the report.

Toggling on/off the Full day switch will disable/enable selecting the exact timeframe for showing logged messages.

 

Preset time periods include Today, Yesterday, Last 7 days, Last 30 days, This week, This month. Other available presets include Last 14 days, Last 28 days, Last 90 days and Last 180 days.

All selected columns, applied filters and time periods are saved in the local storage of the browser, so next time you load the Call Log page, it will be shown with the presets you chose, not reset to the defaults.

Available Filters

You can filter the calls displayed in the Call Log by different parameters: Direction, Result, Business number, Employee, Workgroup, Campaign, System Disposition & Agent Disposition.

The filters can be expanded or collapsed by clicking on the Filters button or on the arrow icon at the center of the tab.

 

Direction

You can limit the view to inbound, regular/campaign outbound or internal calls.

 

Result

You can limit the view to calls that did or didn’t connect, or were dropped. Dropped calls last less than 4 seconds and are usually inbound.

 

To view unanswered calls, select Outbound calls + Didn’t connect.

Business number

You can limit the view to certain business numbers. A trash can icon is shown for the business numbers that were deleted from the MightyCall account.

 

Employee

This filter is available only for Managers & Administrators.

You can limit the view to certain team members.

 

 

No employee filter shows the calls that were either routed directly to the General Voicemail Box or the callers hung up during greetings or IVR instructions, resulting in no specific employee handling the calls.

Workgroup

 

 

 

Managers & Administrators can limit the view to certain groups.

Agents will have the following options for this filter:

 

 

They can select the calls that rang directly to their extensions or were transferred to them, or the calls that were routed to them as part of a calling group/queue.

Campaign

 

 

You can filter out the calls made as part of specific outbound campaigns. An X icon is shown for the campaigns that were deleted from the MightyCall account.

System disposition

 

 

You can limit the view to filter out the calls by the predefined system dispositions:

  • Contact busy

The call was declined by the callee, or the callee was busy on another call at the time of the call.

  • Contact no response

The call wasn't answered in the specified ringing period.

  • Agent abandoned

The Agent ended the outgoing call.

  • Invalid number

The dialed number doesn't exist.

  • Contact abandoned

The callee ended the call that wasn't a part of a queue.

  • Answering machine

The campaign call went to an answerng machine/voicemail box.

  • No-agent route

The inbound call was ended either because it went to a non-Agent call flow option (Disconnect, Play Audio, Voicemail) or because the caller hung up before they were transferred to an Agent (during a greeting, a voice menu (IVR) or after entering incorrect details in the Dial by Name option).

  • Call to Self

The call is dropped by the system as it might be looping to the Agent due to incorrect call forwarding settings.

  • Agent no response

The Agent didn't answer the incoming call, or didn't accept a call request/incoming call for an outbound campaign.

  • Agent busy

The Agent is busy on a call.

  • Agent DND

The Agent is in the DND mode.

  • Agent nonexistent

The call went to a disabled Agent or non-existent user extension.

  • Insufficient funds

The call didn't go through as the account is out of the talking minutes limit, and there are no refill minutes available.

  • Server error

The call wasn't completed due to a telephony server error.

  • Conversation timed out

The call ended as it lasted more than 90 minutes (the current maximum call duration).

  • Access denied

The call was declined due to an inactive MightyCall account, no emergency address, or a disabled call forwarding option (for example, when the webphone is disabled).

  • Agent deferred

The call request within the outbound campaign was declined by the Agent.

  • Abandoned queue

The caller ended the call while waiting to be connected in a queue.

  • Callback request

The caller requested a callback while waiting to be connected in a queue.

  • Connected

The call was successfully connected.

  • Blocked by DNC

The call wasn't completed as the destination number is on the DNC list on the account.

  • Blocked by FDNC

The call wasn't completed as the destination number is on the National DNC list.

  • Dropped by contact

The inbound call was dropped by the caller within 4 seconds, the outbound call dropped by the caller within 2 seconds.

Agent disposition

 

 

You can limit the view to filter out the calls by the agent dispositions created on your MightyCall account.