The Call History screen is where you can search for and listen to previous calls that have happened between your customers and operators.
This feature enables operators to track call details, identify trends in communication, and retrieve valuable insights for quality assurance, training, and customer service improvements, resolve any disputes or complaints from customers, and track the performance of your phone system.
To access this screen:
- Click on Call History from the Passengers > Passenger Communication dropdown menu.
Search for calls
To search for calls:
- Enter a specific phone number under Call Number or leave this blank to search for all calls within the given date range.
- Enter a date range (Max 31 days).
- Then click on the Search button on the right-hand side.
This will then display a list of calls between the set date range.
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Optionally, you can filter your search results by typing anything into the Filter field which matches information in the table.
Enabling the Extended toggle will allow you to filter results using matching information in columns which are hidden from the table.
Note: To customise the columns in the table right click on the column name.
Call details
To view the call details:
- Double-click on a call from the list.
You can listen to a call recording by pressing the (Play) icon.
Note: Call recording and playback is only available for Autocab Phantom or compatible phone systems.