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
- 💻 Go to your Ringover Dashboard> Logs> 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 rejected by the agent
- INCALL: 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: Call manually declined or due to a busy status
Filtering Call Logs
Access Filters
- 💻 Go to your Ringover Dashboard> Logs> Call Logs
- 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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