Team Activity Dashboard

AVOXI Admin users with a License can view Team Activity logs which can be filtered by date/time, the agent who handled the call,  team, team status, call duration, and caller ID.  (Without a License, the Admin user can only see the Company Activity)

Filter your Activity Dashboard using the below guide:

  • To access your Team Activity section on the left-side navigation.  (1)
  • Select the "Team Activity" tab that is located in the top navigator.  (2)
  • You can now search and review all Team activity logs using the following filters: (3)
    • Date: Use the date picker to filter by date and time, duration 
    • Number: the number that the call was From/To 
    • Handled By: using the drop-down filter by one or multiple agents 
    • Team:  All queues or specific queues using the drop-down. 
    • Team Status: filter by the type of call, i.e., Queue- Answered, Queue -Unanswered, Queue - Abandoned, and Agent No Answer"using the drop-down.
    • Disposition: filter using on or multiple dispositions
    • Wait Time:  The time from when the call enters a queue until an agent answers.
    • Time to Answer: The amount of time an inbound queue call rings until an agent answers it.
    • Duration: Minimum duration in seconds
    • Call-ID: Unique call identifier (AVOXI Tip: this is different from a SIP call ID).
    • Country: filter by the country of the AVOXI number or the External Party making or receiving the call
      • AVOXI Number: Select the country of your AVOXI Number to view calls coming to or going from your numbers in this country
        • If the call direction is inbound, the country filter will return calls made to your numbers in the selected country.
        • If the call direction is outbound, the country filter will return calls made by your numbers in the selected country.
        • If no call direction is selected, the country filter will return all calls made by or going to your numbers in the selected country.
      • External Party: Select the country of the external party making calls to or receiving calls from your numbers.
        • If the call direction is inbound, the country filter will return calls coming from the selected country.
        • If the call direction is outbound, the country filter will return calls going to the selected country.
        • If no call direction is selected, the country filter will return all calls coming from or going to the selected country.

  • When ready, select the"Search" button to complete your search.  (4)


NOTE: If call recordings settings are activated, all Team calls will automatically be recorded.  Click the "playback" to listen to the call recordings.  (AVOXI Tip: Users can pause recording within the phone application).

NOTE: The Limited Team Activity permission provides access to this page for Agents but restricts the view to only their Team calls.

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Updated:

January 9th, 2024

Author:

Louise Ross

Updated By:

Kay Senior

KB ID:

516648

Page Views:

2690

Tags:

dashboard, teamwork

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