Purpose and Features
The Advanced Call Records page is designed to enhance the existing call records screen, enabling users to perform more comprehensive analysis of call data. This new page is specifically developed to allow more specific filtering and examination of call details.
Comprehensive Filtering Options:
This page, unlike the classic call records screen, includes the following new filtering options:
Caller/Called Number
Call Results (CX results, CX sentiment)
Average evaluation ranges
Minimum/maximum talk time, hold time
Specific call types such as missed and short calls
Custom variables (name and value-based)
Filters like blacklist and local closure
Date Range and Data Querying:
Users can select a desired date range within a 31-day period for filtering.
Call audio recordings are available on this screen starting from October 18, 2024. Older recordings can be accessed from the classic call records screen.
Combination of Filters:
All filters can be used individually or combined. Using combined filters helps narrow and target the results more effectively.
Audio Recording Access Limitations:
Audio recordings from this screen are only accessible for the last 3 months. For older recordings, the existing Call Records screen must be used.
Benefits
1. More Comprehensive Data Analysis
The advanced filtering options allow users to examine call data in greater detail. For example:
Analysis can be conducted based on caller or called numbers.
CX sentiment and results can be filtered to evaluate customer satisfaction trends.
2. Operational Efficiency
This screen enables the analysis of complex datasets quickly, optimizing operational processes. It provides rapid intervention opportunities, especially in critical areas like missed or short calls.
3. Targeted Improvements
Filters such as local closure and blacklist enable faster identification and resolution of customer issues.
Team-based analysis simplifies performance evaluations of teams.
4. Enhanced User Experience
Users can directly access the desired data by using filters in combination, saving time and simplifying workflows.
5. Support for Strategic Decision-Making
The detailed analysis capabilities allow call center operations to adopt more data-driven strategies when making decisions.
Conclusion
The Advanced Call Records page offers broader analysis and filtering capabilities compared to the classic call records screen, enhancing operational efficiency and simplifying user workflows. In particular, its detailed filtering options empower call center managers to make more accurate and effective decisions.
Setup
You can access it by following the steps: Home > Supervisor/Quality Control > Call > Advanced Call Records.
We wish your operation benefits from this new release and look forward to hearing your feedback!