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Comprehensive call logging and management system that captures, stores, and analyzes all voice interactions. AIVAH’s call logs provide detailed insights into call patterns, performance metrics, and conversation outcomes for both inbound and outbound calls.
📋 Call Log Features
Comprehensive Call Records
Every call is automatically logged with detailed information:
- Call Details: Date, time, duration, and phone numbers
- Call Type: Inbound, outbound, or internal transfers
- Agent Information: Which agent handled the call
- Call Outcome: Success, failure, or incomplete classification
- Conversation Summary: AI-generated summary of key discussion points
- Customer Information: Caller details and previous interaction history
Real-time Logging
- Live Updates: Call logs update in real-time during conversations
- Status Tracking: Monitor call progress and current status
- Queue Information: Track calls waiting in queue
- Agent Availability: Monitor which agents are available or busy
🔍 Search and Filtering
Advanced Search Capabilities
Find specific calls quickly using multiple search criteria:
- Date Range: Search calls within specific time periods
- Phone Number: Find calls to/from specific numbers
- Agent: Filter by specific agent or team
- Call Duration: Search by call length ranges
- Call Outcome: Filter by success, failure, or other outcomes
- Keywords: Search conversation content for specific topics
Quick Filters
Pre-configured filters for common search needs:
- Today’s Calls: All calls from the current day
- Missed Calls: Calls that weren’t answered
- Long Calls: Calls exceeding specified duration
- Failed Calls: Calls that encountered technical issues
- VIP Customers: Calls from priority customers
📊 Analytics and Reporting
Call Volume Analytics
Track calling patterns and trends:
- Daily/Weekly/Monthly Trends: Identify peak calling periods
- Call Distribution: Analyze call volume across different time periods
- Geographic Analysis: Track calls by location or region
- Device Analysis: Monitor calls from different devices or platforms
Measure call handling effectiveness:
- Answer Rates: Percentage of calls successfully answered
- Average Handle Time: Mean duration of call interactions
- First Call Resolution: Percentage of issues resolved on first call
- Customer Satisfaction: Ratings and feedback from callers
Individual and team performance tracking:
- Calls Handled: Number of calls per agent
- Call Quality Scores: Quality ratings for each agent
- Response Times: How quickly agents respond to calls
- Customer Feedback: Direct feedback on agent performance
🎯 Call Classification
Automatic Categorization
AI-powered classification of call types:
- Purpose Classification: Sales, support, information, complaint, etc.
- Urgency Level: Critical, high, medium, or low priority
- Resolution Status: Resolved, pending, or escalated
- Customer Sentiment: Positive, neutral, or negative
Custom Categories
Create custom classifications for your business:
- Department Routing: Classify calls by relevant department
- Product Categories: Group calls by product or service discussed
- Issue Types: Categorize by specific problem types
- Follow-up Required: Mark calls needing additional action
📈 Data Export and Integration
Export Options
Flexible data export for further analysis:
- CSV Export: Standard spreadsheet format for analysis
- PDF Reports: Professional reports for stakeholders
- JSON Format: Structured data for system integration
- API Access: Real-time access to call log data
CRM Integration
Seamless integration with customer relationship management systems:
- Automatic Sync: Call logs automatically sync to CRM records
- Contact Linking: Link calls to existing customer profiles
- Activity Timeline: Integrate calls into customer interaction history
- Lead Scoring: Update lead scores based on call interactions
🔧 Configuration Options
Logging Settings
Customize what information is captured:
- Recording Enable/Disable: Choose whether to record call audio
- Transcript Generation: Enable automatic speech-to-text transcription
- Metadata Capture: Configure additional data points to capture
- Retention Policies: Set how long call logs are stored
Privacy Controls
- Data Masking: Automatically mask sensitive information
- Access Controls: Define who can view different types of call data
- Consent Management: Track and manage recording consent
- GDPR Compliance: Ensure compliance with privacy regulations
Notification Settings
Stay informed about important call events:
- Missed Call Alerts: Immediate notifications for missed calls
- Quality Alerts: Notifications when calls fall below quality thresholds
- Volume Alerts: Alerts when call volume exceeds normal levels
- Error Notifications: Immediate alerts for system errors
🛡️ Security and Compliance
Data Protection
Secure handling of sensitive call information:
- Encryption: All call logs encrypted in transit and at rest
- Access Logging: Track who accesses call log information
- Data Anonymization: Option to anonymize sensitive data
- Secure Backup: Regular secure backups of call log data
Compliance Features
- Call Recording Compliance: Adherence to recording notification requirements
- Data Retention: Configurable retention periods for different data types
- Audit Trails: Comprehensive logs of all data access and modifications
- Regulatory Reporting: Generate reports required by regulations
📱 Mobile Access
Mobile Dashboard
Access call logs from mobile devices:
- Real-time Updates: Live call log updates on mobile
- Quick Filters: Easy filtering options optimized for mobile
- Emergency Access: Critical call information available anywhere
- Offline Sync: Sync data when connection is restored
🔍 Troubleshooting
Common Issues
- Missing Call Logs: Check system status and recording settings
- Incomplete Information: Verify all required fields are configured
- Search Problems: Clear filters and check search criteria
- Export Issues: Verify permissions and file format compatibility
Support Resources
- Help Documentation: Comprehensive guides for all features
- Video Tutorials: Step-by-step visual instructions
- Support Chat: Real-time assistance with call log issues
- Community Forums: Connect with other users for tips and solutions
🚀 Best Practices
Log Management
- Regular Review: Regularly review call logs for insights and issues
- Data Cleanup: Periodically clean up old or irrelevant data
- Backup Verification: Regularly verify backup integrity
- Performance Monitoring: Monitor system performance and optimize as needed
Analysis and Improvement
- Trend Analysis: Look for patterns in call data to identify opportunities
- Quality Improvement: Use call logs to identify training needs
- Process Optimization: Adjust processes based on call log insights
- Customer Experience: Use data to improve overall customer experience
Call logs provide the foundation for understanding and optimizing your voice communication strategy, enabling data-driven decisions and continuous improvement. 