The timeline of a call
Open the detail of a call from the call list: who took it, after how much waiting, which extensions rang and why they didn't answer.
At a glance
| Where | Call list, Call steps button on the call's row |
| At the top of the panel | the verdict, in one sentence |
| Then | the steps, each timestamped in seconds from the start of the call |
| When several extensions ring | a proportion bar, and the detail extension by extension |
| Button | Copy timeline |
| Right required | read access to calls |
How it works
The timeline is rebuilt at the moment you open the detail, from what was recorded for that call. It isn't loaded with the list, which would become far too heavy: that's why a short moment passes between the click and the display.
The panel opens with the verdict, because that's the only question you ask when opening a call.
| Verdict | When it's shown |
|---|---|
| Taken by … | someone picked up, the name or extension is given |
| Abandoned after … s of waiting | the caller hung up while waiting in the queue |
| Nobody took the call | neither answered, nor abandoned in the queue |
Three tags come with it: wait, conversation and extensions rung.
Then come the steps. Each one carries its offset from the start of the call, a short label saying what it is, then the full sentence with its values: entry into the dial plan, entry into the queue with the position and the number of people waiting, an extension ringing with its duration, hold and resume, transfer, end of conversation.
When several extensions rang at the same time, the step shows a bar split by reason: at a glance, you see how many extensions weren't reachable and how many actually rang. see detail opens the table of Extension, No., Reason and ring duration. The possible reasons are Not registered, Rejected, Busy and Unreachable.
If the same extension was called several times, the mention attempts appears next to its duration, and the duration column becomes Longest. An asterisk flags an extension whose attempts didn't all end the same way.
Steps to follow
- Open Call list in the menu.
- Set the filters: Period, Call type, Call status, durations, Caller, Recipient. For specific dates, choose the Other period, which unlocks the From and to fields.
- Click Apply.
- On the call's row, click the Call steps button. The panel unfolds below the row.
- Read the verdict and its tags.
- Go through the steps from top to bottom. The seconds shown are counted from the start of the call.
- On a step where several extensions rang, click see detail to open the extension-by-extension table.
- Click Copy timeline to paste it into a message or a ticket.
- Close the panel by clicking the same button again.
If it doesn't work
"No steps recorded for this call." Nothing was retained for this call. This applies to the oldest calls and to some calls too short to have produced an event.
"Partial timeline: queue detail is not available for this call." The detailed part is missing for this call: the steps are still shown, but the extension-by-extension breakdown of the ringing bursts can't be rebuilt.
An asterisk is attached to a reason. This extension was called several times and its attempts didn't all end the same way. The reason shown is for the whole set, not each individual attempt.
The listen and download buttons don't appear on the row. Either call recording isn't enabled for you, or this particular call wasn't recorded. The transcription button only appears once the transcription is finished.
"Copy failed." The browser refused access to the clipboard. Select the text of the panel with the mouse and copy it like any other text.