Overview
This article outlines our reporting features for call recordings and call logs.
IN THIS ARTICLE
Call Recordings Report
This report generates a list of all inbound and outbound call recordings for a specific phone number.
To run the report:
- Go to the Reports page.
- In the Tasks & Communication section, select and open the Call Recordings report.
- Enter a phone number and run the report.
The report will generate a list of call recordings for all calls made to and from the specified phone number, including the following details:
- Call date and time
- From number
- To number
- Recording file
- Owner (this is the associated Agent Record, Individual Record, or Sales Record if available)
In addition, you can listen to recording, download it, and change the playback speed all within the report list.
Call Logs Report
This report generates a list of all outgoing and incoming calls in AMS+.
To run the report:
- Go to the Reports page.
- In the Tasks & Communication section, select and open the Call Logs report.
- (Recommended) Specify the Call Direction—inbound or outbound.
- (Optional) Choose an Agent if you want to view all calls for a specific user.
- Please note, this filter is only available if you belong to a Security Group with the 'Manage Users' Administrative permission.
- (Optional) Specify the Call Date if you want to pull logs for a specific timeframe.
- (Optional) Enter a Phone Number if you want to see call logs for that number only.
- (Optional) Choose an Inbound Phone Number (one of your numbers if our VoIP platform) if you want to see call logs for that number only.
- (Optional) Select an Outcome if you want to see calls for a specific outcome only.
- Outcomes include Completed, Voicemail, and Missed. For more details, refer to the Call outcomes section of this article.
- When you’re ready to run the report, select the ‘Summary Report’, ‘Detailed Report’, or ‘Download’ button.
The Summary Report shows the duration of each call, the average call duration, as well as the total duration for all calls that meet the filter criteria. This can help you see your current total minute usage. It also shows the total number of calls based on the filter criteria.
The Detailed Report includes links to each call’s associated Sales Record, if available, which gives you quick and easy access to the record to make notes and listen to its call recordings.
Selecting the Download Results button generates an Excel spreadsheet containing the same information as the Detailed Report.
Call outcomes
- Completed - Call was answered by an agent.
- Voicemail - Caller left a voice message.
- Missed - Nobody answered, and no voicemail was set up.
- No-Answer - There was no answer or the call was rejected.
- Busy - The caller received a busy signal. Should be rare and probably would only happen if calls are forwarded.
- Forwarded - Call was forwarded or transferred to another number.