History (tab)

1. Description

The History app allows you to view the call history.

It consists of the following elements:

1. Top bar (Fig. 1.(1));

2. Filter block (Fig. 1.(2));

3. Registry (Fig. 1.(3));

4. Pagination (Fig. 1.(4)).

1.1. Top bar

The top bar consists of the following elements:

1. Search field;

2. Transcribe button;

3. Export;

4. Download button;

5. Delete button.

1.1.1. Search field

It consists of an input field and a search settings button —  . Clicking the button opens a list of search options (Fig. 2):

• Regular search — search in the register;

• Full text search — search through transcribed conversation records;

• Agent's comment — search by comments left by Agents in processing;

• Variable — search for variables that appear on the Call info tab.

To search by part of a word or number, use the * symbol. 

If an invalid query format is entered, or there is no match data for a correctly entered format, the message "Please check filters query" is displayed in the registry.

1.1.2. Transcribe button

Transcription is the conversion of speech into text. The button becomes active after selecting an entry, or entries, in the registry. The selected conversation records are translated into the text after clicking the Transcribe button, and the transcription tool in entries is changed.

1.1.3. Export

It is designed to export data from the register.

When the Export button is clicked, a file is downloaded in the format specified by the export_settings parameter on the Configuration page.

If the parameter is not set, an Export modal window (Fig. 3) opens, allowing you to select the format.

The following formats are available:

• xls;

• csv.

When selecting the csv format, you need to enter a delimiter in the Separator field.

The file contains data from the registry that matches the applied filters.

1.1.4. Download button

The button is used to download objects. Clicking this button opens a list with options (Fig. 4):

• Recordings;

• Transcriptions.

The file upload starts after selecting/clicking an option. The history-records archive file is downloaded when you choose the Recordings option. The transcripts archive file is downloaded when you select the Transcriptions option. Information about the number of downloaded files is displayed under the Download button.

1.1.5. Delete button

The button is used to delete objects using checkboxes. The button becomes active after selecting an entry, or entries, in the registry. Clicking this button opens a list with options (Fig. 5):

• Recordings — deletes the conversation record;

• Transcriptions — deletes the transcription of the conversation record;

• Both — delete the recording and transcription of the conversation.

The modal window opens to confirm the deletion after selecting an option.

1.2. Filter block

It is designed to filter the data displayed in the registry.

It consists of the following elements:

1. Filter fields (Fig. 6.(1));

2. Apply preset tool (Fig. 6.(2));

3. Save preset tool (Fig. 6.(3));

4. Reset filters tool (Fig. 6.(4));

5. Close filter block tool (Fig. 6.(5));

6. Select visible columns tool (Fig. 6.(6));

7. Select variables columns tool (Fig. 6.(7));

8. Expand filters tool (Fig. 6.(8));

9. Refresh register tool (Fig. 6.(9)).

1.2.1. Filter fields

Available fields for filtering:

1. Created on;

2. Agent;

3. AMD result;

4. Contact;

5. Direction;

6. Rated;

7. Gateway;

8. Grantee;

9. Hangup cause;

10. Queue;

11. Rated by;

12. Recording;

13. Score:

    • From;

    • To.

14. Tag;

15. Talk duration (mm:ss):

    • From;

    • To;

16. Team;

17. Total duration (mm:ss):

    • From;

    • To;

18. Transcription;

19. User;

20. Variable.

1.2.2. Apply preset tool

It is designed to apply previously saved presets.

After clicking the Apply preset tool (Fig. 6.(2)), the “Apply preset” modal window opens (Fig. 7).

The window contains the following elements:

• Search field (Fig. 7.(1)) — used to search among available presets.

• Presets list (Fig. 7.(2)) — a list of all saved presets.

• Checkbox (Fig. 7.(3)) — allows you to select one of the presets to apply.

• Edit tool (Fig. 7.(4)) — opens the selected preset in edit mode.

• Expand tool (Fig. 7.(5)) — opens preset details (name, columns, description).

At the bottom of the window are located:

• "Apply" button (Fig. 7.(6)) — confirms the selection and applies the preset.

• "Cancel" button (Fig. 7.(7)) or icon — closes the window without making changes.

1.2.3. Save preset tool

It is designed to create a new preset or edit an existing preset.

After clicking the Save tool (Fig. 6.(3)), the "Save preset" modal window opens (Fig. 8). It saves all the conditions set in the filter fields.

The window contains the following elements:

1. "Name" field (Fig. 8.(1)) — required to fill in, used to enter the preset name.

2. "Description" field (Fig. 8.(2)) — optional, used to provide additional information about the purpose of the preset.

3. "Column" field (Fig. 8.(3)) — displays the column by which the filter is built (for example, Created).

4. "Save" button (Fig. 8.(4)) — saves the filter conditions as a preset.

5. "Cancel" button (Fig. 8.(5)) or icon — closes the modal window without saving.

1.2.4. Reset filters tool

It is represented as an icon , by clicking on which all previously selected filters are reset.

1.2.5. Close filter block tool

When you click the close tool (Fig. 6.(5)), the filter panel collapses and is no longer displayed on the page. Reopening the panel is possible through the expand filters tool (Fig. 6.(8)).

1.2.6. Select visible columns 

It is designed to select the columns displayed in the records registry table, including variable columns added via the Select Variables Columns modal window.

The Select visible columns modal window to display opens (Fig. 7), when you click the   icon.

• Select the checkbox (Fig. 9.(1)) — this column is displayed in the registry;

• Clear checkbox (Fig. 9.(2)) — this column is not displayed in the registry.

1.2.7. Select variables columns

It is used to add call variable columns to the records registry. Clicking the button opens the Select Variables Columns modal window (Fig. 10).

Enter the variable name in the Key field. It will be displayed in a new column in the records registry.

After entering the key, click the Add button — the variable is added to the list in the modal window. To save the changes, click the Save button. The modal window closes, and the corresponding column is automatically displayed in the records registry (Fig. 11b).

Click the  to remove the variable from the list.

The column displays the value of the corresponding variable if it exists in the call. If the variable is not present, the field remains empty.

Several variables can be added. Visibility of the added columns in the registry is managed exclusively through the Select visible columns modal window (see section 1.2.6).

1.2.8. Expand filters tool

Represented as a   button, all fields for filtering are revealed when clicked.

1.2.9. Refresh tool

Updating the register table is performed by clicking on the refresh icon - .

1.3. Registry 

The following columns are available in the registry:

1. Checkbox;

2. Date;

3. Time;

4. Direction;

5. Answered at;

6. Bridged at;

7. Queue bridged at;

8. Joined at;

9. Leaving at;

10. Hangup at;

11. Hangup description;

12. Reporting at;

13. User;

14. Extension;

15. From;

16. To;

17. Destination;

18. Gateway;

19. Agent;

20. Team;

21. Queue;

22. Member;

23. Hangup by;

24. Total duration;

25. Tags;

26. Display;

27. Hold;

28. Wait;

29. Billing;

30. Talk duration;

31. Reporting;

32. Queue wait;

33. Queue duration;

34. Screencast;

35. Result;

36. SIP code;

37. Hangup cause;

38. Hangup disposition;

39. AMD result;

40. Agent's comment;

41. Blind transfer;

42. Grantee;

43. Score;

44. Rated by;

45. Member Id;

46. Attempt Id;

47. Contact;

48. Call recording listening tool;

49. Transcribe tool;

50. Call info tool.

1.3.1. Checkbox

Used to select one or more entries. 

1.3.2. Date

Displays the date the call was made.

1.3.3. Time

Displays the time the call was made.

1.3.4. Direction

Displays call directions:

•  — inbound;

• — outbound.

1.3.5. Answered at

The time is displayed when the connection with the subscriber took place — calls began to come to the subscriber.

1.3.6. Bridged at

Displays the connection time of the subscriber, or another Webitel User, with the Agent.

1.3.7. Queue bridged at

Displays the connection time of the Agent with the Subscriber.

1.3.8. Joined at

Displays the time when the subscriber got into the Queue.

1.3.9. Leaving at

Displays the time when the subscriber left the Queue. The exit from the Queue is the connection with the Agent or the end of the call.

1.3.10. Hangup at

Displays the time the call ended.

1.3.11. Hangup description

The error text received from the provider is displayed.

1.3.12. Reporting at

Displays the time when Postprocessing started.

1.3.13. User

Displays the username.

1.3.14. Extension

Displays the user's Extension. Depending on the type of call, it has different meanings (see Tab. 1).

1.3.15. From

Displays the number from which the call originated. Depending on the type of call, it has different meanings (see Tab. 1).

1.3.16. To

Displays the number of the called party. Depending on the type of call, it has different meanings (see Tab. 1).

1.3.17. Destination

The number being called is displayed. Depending on the type of call, it has different meanings (see Tab. 1).

Tab. 1. Display data depending on the type of call

1.3.18. Gateway

Displays information on the Gateway that was used in this case.

1.3.19. Agent

The Webitel User login is displayed.

1.3.20. Team

Displays the Agent's Team.

1.3.21. Queue

Displays the Queue that the call came from.

1.3.22. Member

Subscriber information is displayed.

1.3.23. Hangup by

Displays the Leg that initiated the call termination (Leg A or B). Depending on the type of Call, the Leg may change (see Table 2)

Tab. 2. Legs A-B depending on the type of call

1.3.24. Total duration

Displays the amount of time spent on the call.

1.3.25. Tags

It is present in the records of calls in which an answering machine is configured in the routing with the ability to record a voice message.

1.3.26. Display

The number that is entered in the Resource settings is called through.

1.3.27. Hold

Displays the amount of time the call has been on hold. If there is no hold, the field is empty.

1.3.28. Wait

Displays the connection timeout.

1.3.29. Billing

Displays the amount of time the Subscriber has been connected to the Agent. The time when the charge was charged - call billing.

1.3.30. Talk duration

Displays the amount of time the Subscriber has been connected to an Agent.

1.3.31. Reporting

Displays the amount of time the Agent spent on post-processing.

1.3.32. Queue wait

Displays the time spent by the Subscriber in the Queue, from entering the Queue until the moment of connection with the Agent or until the end of the call in the case when the Subscriber ended the call without waiting for the Agent.

1.3.33. Queue duration

Displays the time spent by the Agent in the Queue from the moment they enter the Queue until the end of the call.

1.3.34. Screencast

This column shows the number of operator screen recordings made during the call.

The column consists of:

• an icon — indicates the presence of video recordings;

• a numeric value — the number of available screen recordings.

When clicking the icon, a list of available recordings appears (Fig. 11).

When clicking on a row with a name, a mini-window for playback of the screen recording opens (Fig. 12).

When hovering over the mini-window, the following control tools are displayed:

• full-screen expansion icon (Fig. 12.(1));

• medium-size window expansion icon (Fig. 12.(2));

• window close icon (Fig. 12.(3)).

At the bottom of the mini-window, there is a player with a play/pause button and a timeline (Fig. 12.(4)). Clicking the button starts or pauses video playback.

When switching to medium or full-screen mode, the corresponding expansion icon is replaced with a collapse icon, which returns the viewer window to its previous size.

1.3.35. Result

Displays the result. There are the following result options:

• missed - missed by the Agent, present only in the Preview, when the Dialer did not reach the Agent and, accordingly, does not dial the Subscriber;

• timeout - present in calls that have processing configured. It is set if the Agent did not have an opportunity to finish processing in time;

• failed  - did not get through to the Subscriber;

• abandoned - got through to the Subscriber, but there was no connection with the Agent;

• success - successful result;

• cancel - cancelled.

1.3.36. SIP code

Displays the SIP call termination code. Possible reasons can be found in Table 3.

1.3.37. Hangup cause

Displays the reason for ending the call. Possible reasons can be found in Table 3.

When receiving/sending a HangUp event, we receive/send Cause Code, i.e., the reason the call ends and the subscriber leaves the queue.

In the table below you can view all Cause Codes used in ISDN telephony that correspond to the Q.850 protocol.

Tab. 3. Hangup cause

1.3.38. Hangup disposition

Displays the reason for ending the call. List of possible termination reasons:

• Client dropped;

• Agent dropped;

• Cancelled;

• Not answered;

• Error;

• Ended by system.

1.3.39. AMD result

If there is a setting for this parameter, it displays who answered the call - a machine or a person.

With AMD functionality enabled, the following options are possible:

• NOTSURE - not sure;

• HUMAN - a person;

• MACHINE - voice recording, for example, an answering device;

• CANCEL - the Member cancelled the call while the recognition occurred.

With the Artificial Intelligence (AI AMD) functionality enabled, the following options are possible:

• human - a person;

• silence - silence;

• ringback - beeps;

• voicemail - voice recording, for example, an answering device.

If auto-detection is disabled, the field will be empty.

1.3.40. Agent's comment

Displays the agent's comment about the call in processing, if it is configured.

1.3.41. Blind transfer

The number to which the blind transfer was made is displayed here. When there is no blind translation, the field remains empty.

1.3.42. Grantee

Displays the Role assigned to the Queue within which the call occurred.
The recipient is entered on the General tab of the Queue.

1.3.43. Score

The dialogue score is displayed here.

Calls with transfers are not evaluated.

Only a call that has a call recording or transcription can be evaluated.

One call can only be evaluated once.

1.3.44. Rated by

The name of the User who graded the call is displayed here.

1.3.45. Member Id

The Member id is displayed here.

1.3.46. Attempt Id

The Attempt id is displayed here.

1.3.47. Contact

The name of the contact is displayed here.

1.3.48. Call recording listening tool

When you click on the  button, a list of available entries appears (Fig. 12).

The call recording playback panel opens by clicking on the name (Fig. 13).

It consists of the following elements:

• Play/Pause button;

• File playback track;

• File playback volume control tool;

• Settings button — used to set the playback speed of the file;

• File download tool;

• Playback close button.

1.3.49. Transcribe tool

When you click on the button, the audio file of the selected recording is converted to text.

 - recording can be transcribed;

- transcribe is ready.

The Transcription modal window (Fig. 14) when click on the  button.

1.3.49.1. Transcription modal window

The modal window consists of the following elements:

• File drop-down list - the transcribed file of a particular conversation is selected here;

• - Download TXT tool  - the TXT file of the selected file is downloaded after clicking on the button;

• - Delete tool - deletes the selected file;

• The body of the conversation - here it is indicated:

  • Time - indicates the time interval in which the phrase was spoken. The count is in milliseconds, where 0 is the beginning of the conversation;

  • Channel - indicated by whom the phrase was uttered;

  • Text - the phrase that was spoken.

1.3.50. Call info tool

Clicking on the button opens the card of call.

The card of a call can have the following tabs:

1. Call info;

2. Legs A-B;

3. Call visualization.

1.4. Pagination

It consists of the Rows per page field, which indicates the number of entries (it is possible to set from 1 to 1000) per page, and forward and backward buttons for switching pages.

2. Opportunities

2.1. Select of displayed columns in the registry

2.2. Export of Call data

2.3. Filter the displayed data in the Registry

2.4. Download the record of the call 

2.5. Listen to a call recording

2.6. View information about a call.