Call info report
The call information report shows all the data regarding the different types of calls: regular calls, third party calls, scheduled calls and transferred calls.
As all the Whisbi Deck reports, they can be filtered by campaign, switching it at the top left corner of the page; and by period of time, customizable from the top right switch.
Attended calls info
This chart offers detailed information about the different types of call sessions.
- Date: This column indicates the day when the call took place.
- Hour: This column indicates the hour when the call took place.
- Session Type: This column describes the kind of session.
- Click2Action: This column specifies the Widget which the data refers to.
- Agent: This column informs about the agent who did the call.
- Customer phone: This column shows the phone number added on the form by the customer.
- Customer phone type: This column indicates if the customer phone number it’s a landline or a mobile line.
- IP: This column shows the public IP of the customer device. Depending on the client country regulations, it might be informed or not.
- Country: This column shows the ISO code of the country associated to the customer phone number.
- Call duration: This column shows the length of the call if there was a successful connection.
- Outcome: This column describes the result of the call. It could have been set manually by the agents or automatically by the Whisbi system, depending on the situation. In the automatic results, the description starts with a “W” unless you have customized the result with a different description. Learn how to customize the lead results by visiting this Help Center article.
Third party call
This chart offers information about the calls where the agent added a third participant to the conversation using the Whisbi solution for this purpose.
Additionally to the “Attended calls info”, this specific report includes the following rightmost columns:
- Third party phone: It shows the phone number that was added to the conversation as a third participant.
- Third party init: It indicates the time when the third participant was added to the main conversation.
- Third party redirection: It’s the time when the agent transferred the call so the customer and the third participant kept talking to each other.
Scheduled calls
This chart offers information about the calls that the customers scheduled from the form, adding their phone number and requesting to be contacted later.
Additionally to the “Attended calls info”, this specific report includes the following rightmost columns:
- Device: It indicates the device of the user who scheduled the call.
- Browser: It indicates the web browser of the user who scheduled the call.
- OS: It indicates the Operative System of the user who scheduled the call.
Transfer call
This chart offers information about the calls that have been transferred by the agent to a different participant, either by the Whisbi solution or by the client own telephony system.
Additionally to the “Attended calls info”, this specific report includes the following rightmost columns:
- Transfer phone: It shows the phone number to where the call was transferred.
- Transfer redirection: It indicates the time when the transfer took place.