Manage Queue Call Logs (Agent)

As a queue agent, you can review every call your queues handled without leaving the Cloud Voice App. From the queue call log you can follow up on missed calls, return calls, read transcriptions, add notes, and more. This page walks through opening your queue call logs and the actions available on each entry, in both the web and desktop apps.

Before you begin

Your system administrator must grant you permission to view queue call logs. If the Queue Call Logs tab described below does not appear, contact your administrator.

Open your queue call logs

1. Sign in to the Cloud Voice App (Web or Desktop) and go to Call Logs > Queue Call Logs.

2. Optional: Use the filters at the top of the list to narrow it down to the calls you want to review.

   

   

Tip

Filter first before you start working the list. On a busy queue, narrowing to (for example) missed calls or a single queue makes it much faster to see what still needs a callback.

Once the list is open, use the actions below to work through your queue calls.

Refresh the list

If new calls arrive while you have the Call Logs page open, a banner appears at the top of the list. Click Refresh on the banner to pull in the latest entries.

Note

The list does not update on its own while you are viewing it. New calls appear only after you click Refresh on the banner, so the entries in front of you stay put until you ask for the latest.

View call details

Each entry shows where the call came from, the queue that received it, along with the processing status of any missed queue call, so you can see at a glance what still needs attention.

Update the status of a missed call

When you plan to follow up on a missed queue call, or you have already dealt with it, update its processing status so the rest of the team knows where things stand.

1. Click the current status shown next to the call log.
2. Choose the new status from the drop-down list.

The new status applies immediately and is visible to every authorized agent. To see who changed it and when, hover over the processing status to view the operation record.

Note

Because every authorized agent sees the same status, treat it as a shared signal of whether a missed call still needs attention. Update it as soon as you take a call, so two agents do not chase the same customer.

Call the person back

You can dial a caller straight from their entry in either of these ways:

• Double-click the call log.
• Click the call icon next to the call log.

Read and edit call notes

You can review or update the notes attached to a call from its log entry.

1. Click the call note icon next to the call log.
2. In the call note panel, edit the details as needed, then click Save.

Read and edit the call transcription

For calls that were transcribed, you can review and refine both the summary and the full transcript.

1. Find a queue call log marked with the AI (artificial intelligence) icon , then click the transcription icon next to it. Only calls that carry this icon have a transcription available.
2. In the window that opens, review or edit the Summary and Transcript. You can also:
   • Edit the summary: click the edit icon in the Summary section, then click Save in the top-right corner when you finish.
   • Copy the summary: click the copy icon in the Summary section.
   • Search the transcript: click the search icon in the Transcript section.
   • Download the summary or transcript: click the download icon and choose the file type you want.
3. Click OK to close the window.

Note

Whether a summary is generated and shown automatically depends on how your system administrator has configured your Cloud Voice system. If a call has no summary, the transcript may still be available.

Send a follow-up email

You can forward a call’s details to one or more email addresses for follow-up.

1. Click the email icon next to the call log. The Cloud Voice App opens your default email client with a new message that already contains the call details.
2. Adjust the message as needed, then send it.

Note

This composes a draft in whatever email app is set as your default on that device. Nothing leaves your outbox until you review the message and send it yourself.

Delete incoming queue call logs

You can remove incoming queue call logs in either of these ways:

• Delete one entry: click the delete icon next to the call log.
• Delete several at once: select the checkboxes for the incoming call logs you want to remove, then click Delete.

Caution

Deleting a call log is permanent and cannot be undone. Only incoming queue call logs can be deleted this way. Check your selection carefully before a bulk delete, since a removed log takes its notes, transcription, and processing status with it.