The Leap Connect Interactions Reports section allows you to create several reports based on calls made.


Calls overview

The menu option Calls gives you access to the Calls overview page. On this page, you can see each individual call that was made in your call center environment. You can enter a specific search term and access call information or you can listen to and/or save a specific call.

In the search panel, you can choose from a number of input fields for different search criteria. Using the Select button you can search for the data needed.




Below are the criteria available to you when searching for a call:

Date start / Date to

Here you determine the time period to which your search applies.

Campaign

Search for a specific campaign. Select an option from the dropdown menu.

Queue

Search for a specific queue. Select an option from the dropdown menu.

Agent Name

Search for a specific agent. Fill in a full or partial name.

Caller ID

Search for a specific caller ID.

After your search action, you will receive an overview of all calls matching your search criteria. This overview contains the following information:

Campaign

Name of the campaign where the call was received.

Queue

Name of the queue where the call was received.

Agent Name

Name of the agent who answered the call.

Caller ID

Telephone number of the caller.

Start

Date and time of the start of the call.

Duration

The duration of a specific conversation.

Details

Additional information about the call like waiting time and transfers.




The Details screen contains the following information:

Call received

Date and time of the arrival of the call in the queue.

Call answered

Date and time of the start of the call with an agent.

Call answered by agent

Name of the agent who answered the call.

Call consult started

Date and time of the start of a consult call.

Call transferred started

Date and time of the transfer of the call.

Call hung up

Date and time of call hang up or end.

Playback

Playback the call.

Download

Download the call.