Filtering and exporting your call logs

With Ringover, you can perform your analyses by targeting a service or a user. You can filter and export your call logs in order to have access to advanced statistics by user, group or number, or to evaluate your agents’ productivity. 

 

 

Filter your call logs

 

💻 Go to your Dashboard>Logs>Call logs. Click on “Modify filters”, select the data 📑 of interest and click “Search” 🔎:

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:

💡 You can filter calls by time to more easily retrieve call details.

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:

Export your call logs

You can export your call logs in csv format in order to process them in Excel. To do this, after choosing your filters, click on “Export csv”📤 instead of “Search” 🔎 :

Next, select "Start export". Once the export has finished, click "Download":

You’ll then have access to all of your call log data in an Excel file :

id: Unique identifier of the record in the database.

CallID: Unique identifier of the call.

ChannelID: Identifier of the telephony channel used for the call.

type: Type of call (e.g., internal, external).

direction: Direction of the call (incoming or outgoing).

LastState: Last known state of the call (e.g., ended, on hold).

• ANSWERED - call answered
• CALLANSWERED – call answered by another contact point (transfer following non-response)
• VOICEMAIL_ANSWERED - => voicemail, but logged as answered (log as missed cursor deactivated)
• MISSED – missed called
• VOICEMAIL - voicemail
• PERMANENT_TRANSFERED – permanent transfer
• NOANSWER_TRANSFERED – transfer following non-response
• BLIND_TRANSFERED – direct manual transfer
• QUEUE_TIMEOUT – call abandoned when the “max. time in queue” is reached
• CANCELLED – caller has ended the call / call recipient has rejected the call
• FAILED – failed
• OUT – outgoing call
• ANNOUNCE_ANSWERED - "leave a message" with "log as missed" ticked.
• ANSWERED - "leave a message", with "log as missed" unticked.
• FAX_FAILED - Fax reception failure
• FAX_OUT_FAILED - Fax sending failure
• FAX_OUT_NOT_SENT - Fax not sent
• FAX_OUT_SENT - Fax sent
• FAX_RECEIVED - Fax received
• INCORRECT_PINCODE – incorrect PIN code (on SVI)
• FAILED - call failed

StartTime: Date and time when the call started.

AnsweredTime: Time when the call was answered.

HangupTime: Time when the call was hung up.

TotalDuration: Total duration of the call (including waiting times).

InCallDuration: Actual conversation time.

QueueDuration: Time spent in queue.

HoldDuration: Time the call was on hold.

RingingDuration: Time ringing before being answered or abandoned.

AfterCallDuration: Time spent after the call (e.g., adding notes).

IVRDuration: Time spent in the IVR (Interactive Voice Response).

FromNumber: Phone number of the caller.

ToNumber: Phone number of the recipient.

contact: Contact information linked to the call.

UserID: Identifier of the Ringover user involved in the call.

UserName: Name of the user handling the call.

IVRID: Identifier of the IVR used.

IVRName: Name of the IVR.

ScenarioName: Call routing scenario applied.

File: Link or reference to the audio recording of the call.

Note: Short note added to the call.

Tags: Tags used to categorize the call.

HangupBy: Indicates who hung up (e.g., agent or caller).

Groups: User groups associated with the call.

Notes: Detailed notes added about the call.

Locations: Geographic locations associated.

DigitEntered: Key(s) pressed during the IVR.

Missed: Indicates whether the call was missed (yes/no).

 

See our articles 📰
Answer rate, NPS…which customer service call indicators should I track?
5 Essential Tools for Supervising Your Team’s Calls