Call Management & Analytics
Welcome to the Call Management section! Here you'll learn how to view, search, and analyze your assistant calls.
Overview
The call management system helps you:
- View All Calls: See a complete list of incoming calls
- Search & Filter: Find specific calls using various filters
- Analyze Performance: Get insights from call data
- Track Contacts: See which contacts are calling
Key Features
Call Filtering
Filter your calls by:
- Phone Number: Search for calls from specific phone numbers
- Assistant: View calls for specific assistants
- Duration: Filter by call length (less than 30 seconds, more than 30 seconds)
- Contact: Filter by specific contacts (new feature)
- Date Range: View calls from specific time periods
- Call ID: Search for specific call IDs
Analytics & Insights
Get detailed insights including:
- Call Statistics: Total calls, average duration, satisfaction levels
- Contact Analytics: Performance data filtered by specific contacts
- Calling Reasons: Understanding why people are calling
- Trends Over Time: See how call patterns change
- Knowledge Base Gap Insights: View all calls related to a specific knowledge gap, helping you understand patterns and frequency of missing information. When you navigate from a knowledge base gap, you'll see a comprehensive list of all calls where that gap was identified, complete with issue details and caller information.
Exporting Call Data
Export your call data to Excel for further analysis:
- Export Button: Click the export button in the calls table to download all call data
- Transcript Included: Each exported call includes the full conversation transcript, making it easy to review and analyze conversations
- Excel Format: Data is exported as an Excel file for easy filtering and analysis
Contact Integration
- Automatic Linking: Calls are automatically linked to contacts
- Contact History: View all calls from the same contact
- Contact Filtering: Filter analytics and call lists by specific contacts
Guides
- Call Filtering: Learn how to filter and search through your calls
- Call Analytics: Understand your call performance data
- Contact-Call Relationships: How calls connect to contacts
- User Feedback: Learn about the feedback system and how users can rate their call experiences
Browse each guide for detailed instructions on managing and analyzing your calls.
If you have questions about call management, please contact your administrator or support team!