Step 1 – Who can use the call log?
- Included in the Unlimited gear package.
- Included in the Light switch package when the Analytics add-on service 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 calls for both users 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 calls belonging to the group.
- Supervisors : have 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 sees the overview of all groups they manage.
Step 5 – Search Access
- Searching in response groups you are not a member of : requires the Telephony System permission or membership in the Full Search and Playback permission group.
- Search all users in the organization : also requires the Telephony System permission or membership in the Full Search and Playback permission group.