Step 1 – Who can use the call log?
- Included in the gear package Unlimited.
- Included in the gear package Light when the additional service Analytics is purchased.
Step 2 – What is the call log?
The call log is a tool where you can find all information about your organization's calls.
You can search for calls for both user and response groups.
Call log features:
- Search & filter calls
- Share logs and recordings
- Archive call logs
- See statistics overview
- View call details
Step 3 – Accessing the call log
- All users: can see their own call log.
- Agents in a response group: can see all conversations belonging to the group.
- Supervisors: has access to all groups they manage.
Step 4 – Access the statistics overview
- You can see the statistics overview for the response groups you are a member of.
- A supervisor see the overview of all groups they manage.
Step 5 – Search Access
- Search in response groups you are not a member of: requires the permission Telephony system or membership in the group Full search and playback permissions.
- Search all users in the organization: also requires the permission Telephony system or membership in the group Full search and playback permissions.