Call Report - Report

Call Report is a section available from the side menu, available to authorised users. 

Call Report allows a user to search for all the called number with given parameters.

Call Report also allows you to playback the recording for a call as described in Agent Dashboard section - From Feb 2020

Call Report default page header - Note, the version discussed on this page is available from WebPortal Version 1.9.15

		Note. the Columns & Filter Panel is available from the right-hand side as shown here. Filters will allow you to pick values for the matching column's cell value Below is the full list of  columns & filters available

Columns

Title - Call Report, the current section you are viewing within the INVADE Solution 
All / Not recorded / Recorded = The ability to drill down to the type of recording i.e. call not recorded.
Code = The ability to drill down to the number affiliated with the Call 'Outcome' i.e 1
Outcome = The ability to drill down to the type of call i.e. searching for a number that has received 'Abandoned' calls
Type = The ability to drill down to the type of call i.e. INBOUND for a number that was unable to reach the call centre
Agent = The ability to drill down to any Agent that has been logged to the CATI and used on the INVADE Solution 
Campaign = The ability to drill down to any campaign activated on the CATI and used on the INVADE Solution 
Start Date = Start date for the Call Search
End Date =  End Date for the Call Search
Min duration = The ability to increase or decrease the duration of the call for records returned.
Magnifying Glass () = Commit the search (enter)

Gray Column titles 

AgentName = Agent name returned from the search
CampaignName = Campaign name as created on the CATI
Code = The number affiliated with the Call 'Outcome' i.e 1
CodeDescriptor = The description associated with the call outcome 'Code'
Deleted = The recording of the call has been deleted
Outcome = Call Outcome returned from the search
Recorded = call recorded, Yes or No. Playback is available from the Call Search Section
TelNum = The telephone number returned from the search
TimeMake = Date and time the call was made i.e. May 1st 13:34:22
TimeIdle = The date and time the when agent is disconnected from the respondent and started 'Wrap up' i.e. May 1st 13:41:22
TimeComplete = The date and time the call was completed i.e. May 1st 13:55:32
Action/DeleteRecording = If a call has been recorded 'click'  to delete (you will receive a warning message to confirm)
Prefix(3) = The first 3 digits of the numbers returned in the Call report
Prefix(4) = The first 4 digits of the numbers returned in the Call report

Icons top right = INVADE Solution connected

User  = Currently logged on Username and INVADE Solution Web Portal Version, with the ability to 'Logoff'

How to build and generate a Call Search

Example of a Not recorded (Call recording) / Busy (Outcome) / Dialler (Type) Start Date 15 January 2020 / End Date 22 January 2020

Option to specify to search for recorded, not recorded and both recorded and not recorded.

Campaign selection autocomplete field will be pre-populated with campaigns that were run in the time frame specified in "Start date" and "End date".

Once the campaign selected the agents that were participating in that campaign will be displayed for selection.

Call recording delete functionality

From the column picker select 'Deleted' & Action/Delete Recording  (This can be disabled as part of the build)

• "Deleted" field - will show Yes/No values depending on whether the call recording has been deleted via WebPortal
• "Action/DeleteRecording" field - will present a  icon for initiating call recording deletion. Once clicked there will be warning/confirmation dialogue asking to proceed. Once call recording is deleted the callstat record will say that the call was recorded and present the recording file name in "RecordingFile" field in addition to that "Deleted" field will say "Yes" - confirming that the call recording file was deleted. 

NOTE. If you navigate away from this section the Call Search report will need to be rerun