The agent can click the service record at the top of the workstation to view his/her inbound and outbound phone service records. Agents can only view their own service records, and cannot view other agent's service records.
Agents can filter the query by date, skill group, call type (inbound, outbound), and caller/contact number.
The fields of service records are as follows:
Field Name
Field Description
Time
Inbound call: It refers to the time when the agent actually converses with the user after the "ding dong" prompt tone.
Outbound call: It refers to the time of outbound dialing.
Call Type
Includes inbound and outbound calls.
Caller Number/Caller ID
Inbound call: It refers to the user's phone number.
Outbound call: It refers to the agent's side phone number.
Contact Number/Contact ID
Inbound call: It refers to the agent's side phone number.
Outbound call: It refers to the user's phone number.
Remarks
Refers to the remarks given by the agent to the current user.
Call Status
Inbound call:
Normal end: The phone is hanged up normally either by the agent or the user.
Blocklist: The user who calls in is added to the contact center's blocklist by the administrator or the agent.
Agent transfer: The agent manually transfers this call to another agent.
User gave up during ringing: This call has been assigned to the current agent, and the user hangs up during the ringing period.
No agent online: When a call comes in, all agents in the corresponding transfer skill group are offline.
Outbound call:
Normal end: The phone is hanged up normally either by the agent or the user.
Missed: When an agent calls a user, the user doesn't answer the phone.
Call rejected: When an agent calls a user, the user declines the call.
Power off: When an agent calls a user, the user's phone is powered off.
Empty number: The phone number dialed by the agent is an empty number.
In call: When an agent calls a user, the user is in a call.
Arrears: When an agent calls a user, the user's phone has been shut down due to arrears.
Carrier line exception: A line exception occurs in the outbound number.
Caller canceled: The agent hangs up when calling the user.
Out of service area: The user is not in the service area when the agent is calling their phone.
Call Duration
Inbound call: The duration from when the user calls in until the phone hangs up.
Outbound call: The duration from when the agent calls until the phone hangs up.
Skill Group
The skill group to which the agent currently belongs.
Call Recording Playback and Download
A real-time recording is generated for each regular call. The agent can listen to the recording online, or click the dot button to download the recording file. The recording file format is mp3.
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