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SUP 8.1 Review call history

SUP 8.1 Supervisor Call History

  1. Open Supervisor > Call History.
  2. Read the four summaries:
SummaryIts own caption
Total CallsA week-on-week change, for example "+1.2% from last week".
Avg DurationIn minutes.
CompletedA percentage, with a qualitative note such as "Good performance".
With RecordingA count, captioned "Available to play".
  1. Filter using the start date and end date controls, All Queues, and Status, which offers Completed, Transferred and Voicemail.
  2. Select or clear Hide segmented calls.
  3. Select Customize Table to change the visible columns.
  4. Review the columns: Date & Time, Caller, Agent, Wait Time, Talk Time, Queues, Duration, Status, Recording and Summary.

The empty state reads "No call records found matching your filters."

The date range defaults to the last 30 days, not to everything. It opens with the start date 30 days back and the end date today. A call older than that is not missing, it is outside the window: widen the range before concluding a call was never recorded.

Hide segmented calls changes what a row means. A call transferred between agents or queues produces several segments. With the option cleared you see each leg, which is what you want when tracing where a call went wrong. With it selected you see one row per customer contact, which is what you want when counting calls. Know which mode you are in before you quote a total.

Wait Time and Talk Time answer different questions. Wait Time is the queue's performance. Talk Time is the agent's. A long Wait Time with a short Talk Time is a routing problem, not a handling one.

This page is not the same as PBX Call Logs. Call Logs (PBX 6) is every call on the PBX, including internal ones. Call History is the queue-handled subset, with the contact-centre columns. Use Call Logs to prove a call arrived, and Call History to explain what happened to it.

Figure key, Supervisor Call History​

  1. Breadcrumb.
  2. Left navigation, with Call History selected.
  3. Total Calls summary.
  4. Avg Duration summary.
  5. Completed summary.
  6. With Recording summary.
  7. Search field.
  8. Start date control.
  9. End date control.
  10. Queue filter.
  11. Status filter.
  12. Hide segmented calls control.
  13. Customize Table control.
  14. Columns: Date & Time, Caller, Agent, Wait Time, Talk Time, Queues, Duration, Status, Recording, Summary.