AntRing - View call history

1. Introduction

Antbuddy's switchboard reporting tool is a place to make statistics, collect data and also monitor the status and status of the switchboard team operating on the switchboard.

2. Access call history

There are 2 ways which the user can access and check call history

2.1. Main interface history

Step 1: At the main interface, choose main menu

Step 2: Choose  “Call history” or at the keyboard choose icon

AntRing - View Call history

Here, users can quickly view the calls of the users who are logging in

2.2. View detailed history 

View detailed history used to track calls across the entire system of accounts on your organization. Includes all incoming/outgoing calls and internal calls.

Step 1: At main menu chính, choose “Settings”

Step 2: AntRing → Call history

3. Filter call information

 

Definition of the parameters:

Property

Description

From (MM-DD-YYYY)

Start time when data is filtered

To (MM-DD-YYYY)

End time when data is filtered

User, Group

Filter by User, group

Trunk

Filter by trunk (Trunking)

Phone number

Filter by called phone number

Call type

Filter by call type (Incoming call, outgoing call, internal call)

Call status

Filter by call status

Quick filter

Quick data filtering timeline, include:

  • Today

  • Yesterday

  • This week

  • Last week

  • This month

  • Last month

4. Definition call status

Definition call status:


Property

Description

All

All call statuses

Success

The call connects successfully

Cancelled

The call to the recipient and and the person who proactively disconnected the call

Cancel

The call hasn’t connected yet, and the person who proactively disconnected the call

Busy

The call to the recipient, and the recipient is on another call or refuses to pick up the call.

No Answer

The call to the recipient, but the recipient doesn't answer

Error

Making call is in error

Abandoned

The call enters queue, but doesn’t serve

IVR

The caller comes to the IVR and is listening to the waiting music, but has not yet entered the Queue.

5. Detailed call history

Definition of information field:


Property

Description

Caller

The person who makes call 

Callee

The person who receives the call

DID

The call is made through the Trunking phone number

Start

Call starting time

End

Call end time

Disconnect source

The person who ends the call

Duration 

Total time making call

Talk time

Total call talk time

Status

Status of the call

Action

Actions on the call (Listen the recording, Download the recording)


6. Recording

People with supervisor or admin rights will have the right to access call history to listen to all recordings on the switchboard. 


At the call detail panel, the application allows you to press "Play" to listen to the recording online.


Besides, you can also download these recording files to your computer by clicking on "Download".

7. Export call history

Antbuddy allows administrators/supervisors to download the entire call history to the computer. You just need to choose the time to download, then press "Export".



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Article details:
Published date: 11/12/2023 12:07PM
Last updated: 11/12/2023 12:07PM (thuan.tran@antbuddy.com - thuan.tran@antbuddy.com)
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Author:thuan.tran@antbuddy.com (thuan.tran@antbuddy.com)
Category:AntRing Call Center