Page Details: Call List

The Call List allows you to search for and work with recorded interactions. You can play recordings by launching the Web Player from this page.

For more information, see Recording Playback Overview.

Quick Filter Menu

In the Call List, the left navigation menu serves a special purpose as the Quick Filter menu. This menu provides a selection of basic filters that can make it easier to locate specific recordings in the system. The available Quick Filters depend on the recording integration and settings configured by the inContact WFO administrator. For more information, see Quick Filter Reference.

Filter Bar

Filter
Launches the Filter page so you can access advanced filter options, save commonly-used filters, and set a default filter. For more information, see Filter Reference.
Previous Filter
Allows you to clear current selections and return to the previously-selected filter. Leaving the Call List clears this setting. When you return to the Call List, the default filter is displayed and Previous Filter is disabled.
Current Filter
Displays the fields associated with the currently-displayed filter. In this image, no filter is applied. Removing all filters displays all call recordings in the system. This can cause performance issues, especially if there are a lot of calls in your system.
Settings
Launches the Settings page so you can access Call List and Web Player settings to customize their appearance and operation.

Recording Information Fields

The main portion of the Call List displays recorded interactions and their metadata fields. You can select which columns are displayed from the Settings page. You are the only one affected by these changes. inContact WFO remembers the settings and displays the Call List the same way the next time you log in.

You can click and drag columns to the left or right to change their display order, and sort records (Low to High, High to Low, A to Z, Z to A) by clicking the column header and then clicking the up or down arrows that appear. inContact WFO does not save sorting choices if you leave the Call List.

inContact WFO allows administrators to customize field names and terminology for the inContact WFO Web Portal to fit their unique environment. Therefore, the field names shown below may differ from those seen in individual implementations.

Default Columns

The following columns display by default. You can choose not to display them by adjusting the Call List settings.

Flagged
Displays a flag icon if a user has flagged the recording.
Record ID
Displays the internal identifier generated by inContact WFO for the specific recording.
Bookmarked
Displays a bookmark icon if a user has added bookmarks to the recording.
First Name
Displays the first name of the agent involved in the recording. For internal calls (that is, involving two agents), displays the first name of the agent who originated the interaction.
Last Name
Displays the last name of the agent involved in the recording. For internal calls (that is, involving two agents), displays the last name of the agent who originated the interaction.
Voice Port
Refers to the device or "hardware" identifier in your ACD/PBX (for example, position ID, phone port, DN, or extension).
Time Recorded
Displays the date and time the interaction was recorded. By default, inContact WFO displays time based on the time zone in which the recording server resides, but provides the option to allow times to be shown based on each user's time zone. The system administrator can tell you how the system is configured.
Duration
Displays the length of the recording in an hours:minutes:seconds format.
Video
Displays a video icon if screen activity was recorded for this interaction. inContact Screen Recording is an optional component. Even if the organization uses screen recording, the system may not record screens for every call.
Evaluations Completed
Displays the number of inContact Quality Management evaluations that have been completed and saved for this recording
QA Score
Displays the average overall score for all inContact Quality Management evaluations that have been completed and saved for this recording.

Other Columns

The following columns do not display by default. You can choose to display them by adjusting the Call List settings.

CallerID (ANI)
Applies to inbound calls only and refers to the number of the calling party as provided by the telecommunications carrier.
Call Direction
Displays an I for inbound calls or an O for outbound calls.
Call ID
Displays the unique PBX/ACD identifier for the call if the information was available at time of recording.
Channel
Displays the internal identifier generated by inContact WFO for the channel on which the interaction was recorded.
Agent Number
Displays the PBX/ACD identifier associated with the agent who made or received the call if the information was available at the time of recording.
Number Called DNIS
For outbound calls, displays the phone number or extension that the agent called. For inbound calls, displays the number that the caller dialed to reach the agent. Values in this field are dependent on the information being available at the time of recording.
Filename
Displays the full UNC path, including file name, for the recording.
ACD Gate
Displays the PBX/ACD gate associated with the recording. Some PBX/ACD systems use alternative terms like split, application, or something similar.
Global ID
Displays an internal identifier generated by inContact WFO to link associated audio and screen recordings.
Group
Displays the PBX/ACD group associated with the recording. Applies to inbound calls only. Some PBX/ACD systems use alternative terms like hunt group, labor group, skill, or something similar.
Wrap Duration
Displays the number of seconds between the time the audio portion of the call ended and the time the agent finished working with PC applications related to the call. Applies only to interactions with screen capture.
Total Hold Time
The total amount of time a call was in a "hold" status, according to your PBX/ACD. Availability of this feature and how it is calculated varies depending on your integration. Hold time is treated the same way as silence in playback.
Survey Score
Displays the overall score for a call if the customer completed a survey after the call ended. Applies only if the organization uses inContact Survey.

User Columns

These additional custom data fields can be used differently by each organization. For example:

  • Data received from third party IVR, CRM, or ACD platforms can be inserted into these fields.
  • Users can type information into the fields directly from the Call List.
  • The fields can display information agents enter via On-Demand.
  • If the organization uses inContact Speech Analytics, classification rules can be used to add speech tags to these fields.

Other applications for these fields may be available. The inContact WFO administrator can tell you which of these fields (if any) are used by the organization, and you can choose to display them by adjusting the Call List settings.

Related Tasks