Analysing your call logs

💻 Go to your Dashboard>Logs>Call logs.

Access the call details 📃 you’re looking for by clicking the icon with three small dots:

📊 You can then view which agents have taken redirected calls, reasons for any calls going unanswered (agent already on the line, unavailable, etc.) and which agent 👨‍💼 took a given call.

Here are explanations on the different logs:

• OUT => Outgoing call made by the user
• ANSWERED => Call answered by the concerned user
• TOOLATE => Call that the user tried to answer but was too late: Another user took the call just before them, this status shows the user's good intentions
• CALL_ANSWERED => Another user took the call and the user didn't try to pick up the call
• NO_ANSWER => Missed call, the call wasn't taken by any agent
• REJECTED => Call declined by the agent
• INCALL => Call received while the agent was already on a call
• SNOOZE => Call received while the agent had enabled Snooze mode
• PLANNING => Call received while the agent was outside of their work schedule hours
• NOTCONNECTED => Missed call, received while the agent was signed off
• SIP PHONE ERROR => This covers all call statuses which don't fall under the other leaderboard categories:
  - Issue with the SIP phone (most common);
  - User between two statuses (equivalent of “user_busy” label which you might find in the logs). Examples: A user who is in the process of hanging up a call and therefore isn't yet entirely available, while the page refreshes or another call is ringing or is about to ring (call recording message in progress) or the user is part of several call queues and the system is already offering them a call… user_busy in cases with the mobile app = the user manually hung up; user_busy on the webapp = the call tried to ring while another call was already ringing (in the event of high call volumes); dual_call_not_allowed = ‘already in call’ in cases whereby the user is part of multiple IVR and thus several call queues

• ANNOUNCE => Call stopped at a voice announcement stage
• ANNOUNCE_ANSWERED => Call directed to a voice message announcement considered to be answered
• VOICEMAIL_ANSWERED => Call directed to a voicemail considered to be answered
• VOICEMAIL => Voice message, considered to be missed
• FAILED => Outgoing call not picked up
• CANCELLED => The caller canceled their outgoing call
• QUEUE_TIMEOUT => Call that reached the maximum time defined in the call queue
• NOANSWER_TRANSFERED => Transfer not answered
• BLIND_TRANSFERED => Blind transfer, without asking whether the recipient is available first
• PERMANENT_TRANSFERED => Call automatically redirected
• MISSED => Missed call
• USER_BUSY => One of your Ringover users chose to decline the call from the app on their smartphone, or the user has just refreshed or hung up a call. Alternatively, they may have attempted to call while their phone was already ringing.

Filter your call logs

💻 Go to your Dashboard>Logs>Call logs.

Click on “Modify filters”, select the data 📑 of interest and click “Search” 🔎:



In this example, we’ve only selected answered calls.

You also have the ability to choose which calls you want to display or exclude. Also, if you have set up tags, you can filter your calls based on the tags assigned to them:

Save your search criteria

You can save 💾 your complex search criteria to quickly find call details on a given group or user.

Click on the “Save filter” button to save:

See our articles 📰
Choosing Your Call Center Software
5 Essential Tools for Supervising Your Team’s Calls