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Analysing your call logs

  • Updated

Ringover allows you to analyze call logs in detail to improve your team's management and performance. Here's how you can access and understand this feature:

 

Accessing Call Logs

 

 

 

  • Select the call you want to analyze and click on the three dots (⋮) on the right

 

  • Access the call details 📃:

You’ll see information such as:

  • Involved agents: Who the call was routed to

  • Reasons for no response: Agent on another call, outside work hours, etc.

  • Final agent: The agent who answered the call

 

 

Call Status Codes

 

Here are the different statuses that may appear in the call logs:

 

 

  • OUT: Outgoing call made by the user

  • ANSWERED: Call answered by the user

  • TOOLATE: Late response attempt; another user answered first

  • CALL_ANSWERED: Another user answered, and the user didn’t attempt to respond

  • NO_ANSWER: Missed call, no agent answered

  • REJECTED: Call manually declined

  • ALREADY_IN_CALL: Call received while the agent was already on another call

  • SNOOZE: Call received while the agent had Snooze mode activated

  • PLANNING: Call received outside the agent’s working hours

  • NOT_CONNECTED: Missed call while the agent was offline

  • SIP PHONE ERROR: SIP phone error or situations of user busy ("user_busy"), such as: 

    • User hanging up a call and being unavailable

    • High call volume across multiple queues

  • ANNOUNCE: Call stopped during a voice announcement phase

  • ANNOUNCE_ANSWERED: Call completed after a voice message

  • VOICEMAIL_ANSWERED: Call completed to voicemail and marked as answered

  • VOICEMAIL: Voicemail considered as a missed call

  • FAILED: Outgoing call not completed

  • CANCELLED: Outgoing call canceled by the caller

  • QUEUE_TIMEOUT: Call reached the maximum queue time limit

  • NOANSWER_TRANSFERED: Call transferred due to no response

  • BLIND_TRANSFERED: Direct transfer without checking availability

  • PERMANENT_TRANSFERED: Call automatically redirected

  • MISSED: Missed call

  • USER_BUSY: Missed call due to a busy status, already on another call or in the process of hanging up.

 

Filtering Call Logs

Access Filters

 

 

 

  • Click on "Modify Filters"

 

 

  • Select the data you want to view and click "Search"

 

💡 Example: Display only answered calls

 

  • Advanced Filtering

You can filter by:

  •  

    • Call status: Answered, missed, transferred, etc.

    • Custom tags: If you’ve set them up beforehand

    • Time range: To locate specific call details

 

 

💡 Tip:

  • Use tags to efficiently categorize your calls

 

Saving Search Criteria

 

To quickly access specific data, you can save complex search criteria 💾:

 

  • Configure the desired filters

  • Click "Save Selected Filters"

  • Name the filter for future use

 

 

That’s it! Now you know how to analyze your call logs! 🎉

 

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