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Setting up Default Options for Call Log Fields

Setting up default options for call log fields

If your agents are using call logs, there's probably been times either you or they have wanted to speed up the process of getting the call logs entered and saved, so agents can move on quickly to the next call. The problem was, agents were forced to minimally input a call result for each call.

The call log defaults feature lets you establish a default field value for any and all task fields displayed in your call log panel. To access this feature, all you need to do is edit the appropriate fields, and set up the default value.

FAQ

Standard Call Log Fields

Standard Call Log Result Fields

Call results help show what the result of the call was.

Call Result Field Definition
Busy Busy signal
Left Voicemail Spoke to automated recorder
Left Live Message Spoke to live human being and left message with them
Bad Number Number not in service
Wrong Number Rreached the wrong househould/business
No Answer No answer, no voicemail, continual ring
Contact Reached target contact
Correct Contact Reached the decision maker
Set Callback Scheduled a callback
Transfer Handed call over to another agent
Field Description
Subject Text box to summarize the call log.
Comments Large text box to write out the particulars of a call in more detail.

Additional Call Log Fields

Additional Call Fields

In addition to the standard call log fields, we provide some additional log fields which you can optionally include. The bulk of these fields are for inbound calls, but there are also a few for outbound.

The purpose is to provide additional reporting insight into activities. For example, the optional Call Answered field helps you build reports identifying the percentage of inbound calls that are answered or missed; the Wait Time field helps you compare average wait times across ACDs, and so on.

Optional Inbound Data Fields
Field Name Information Displayed
Inbound Number Dialed The number the caller dialed.
Call Answered Indicates whether the call was answered (Yes or No)
Call Failover Indicates whether the call came after a failover (Yes or No)
Wait Time How long the caller waited before the line was picked up.
Failover Number Indicates the failover number the call used, if applicable.
Route to Owner Indicates whether the call was routed to the record owner (Yes or No)
Route to Last Caller Indicates if the call was routed to the last caller of the record (Yes or No).
Local Presence Indicates either: Whether the incoming call was placed to a local presence number, or whether an outbound call was made with a LocalPresense caller ID. (Yes or No).
Inbound Caller-ID The caller's phone number.

Optional Outbound Data Fields
Field Name Information Displayed
Phone Dialed The number that was dialed
Dialer Type Where the call originated - Click-to-Call, Seek List, or Domino list.
List Name If it was a list (Seek or Domino), the name of the list.
Query Name If it was from a Seek list, the name of the query that placed the record in the queue.

Whats on the call log

What's on the call log activity

  1. Outbound Calls
  2. Inbound Calls
  3. Outbound Text Messages
  4. Inbound Text Messages
  5. Email and Fax Details
  6. PowerSocial Generic Messages and Connection Invitations.

Conference Call Call Logs

Call Metrics with Conference Calls

If you use the Call Conferencing function to bridge in co-workers who also use the PowerDialer, you may need to know how talk time is logged between the participants. Here's how it works:

  1. A call task is created for each employee who participated on a call.
  2. This task accounts for the duration that employee spent on the call.
  3. Both call tasks will be related to the record that was dialedlid.

Best Practices

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