In your Inbox, we have added an Overview page for you to monitor your current calls and team. This helps with handling multiple calls, understanding what your agents are doing at a given time, and seeing who is currently on a call.

To access the Voice Overview page, select the Inbox tab from the main navigation bar.

From the Voice Overview page, the first tab shown is the Queued calls tab and will show you all the calls waiting in your queue either because they went through your call flow to the call queue widget or because one of your team members placed a call on hold.

You will be able to see the duration the call has been in the queue and you can connect to the call directly from the queued call list.

The Queued calls tab will have the same calls as what is in your dialer on the call queue.

The Active calls tab will show you all of the calls that your agents are taking. It will show the caller information and duration.

The Agent management tab will show you your agents that are on web so your office staff and admins. It will show you their status which is determined by the status your agent sets on the dialer. It will show you whether they are on a call, available, or unavailable. You can call or chat with your employee from this view. For more information on agent status, view this help article.

To access the Call log follow these steps:

To access the Call details follow these steps:

To filter the Call log follow these steps:

On both the global and customer call logs, you will have the ability to filter by:

You can also filter the call log down further by using the Filter button.

From here you can filter by:

When you export the call log, it will export based on the view, including applied filters, on the call log. It will send you a CSV file through email. We can only export a maximum of 5,000 calls. This can happen on both the global and customer call logs.

To export the Call log follow these steps:

To edit the columns on the Call log follow these steps:

The "Edit columns" button will let you select which columns are visible on the call log so that you can view what is applicable to you.

To Mark all as read on the Call log follow these steps:

Clicking on the "Mark all as read" button will remove all badges on the call log.

When there are missed calls or new voicemails, we will badge the call log with a blue circle and increment the value:

To decrement the badging for missed calls, you will need to select the call and view the call details.

To decrement the badging for voicemails, you will need to select the call and play the voicemail recording.

To edit a caller in the Call log, follow these steps:

From there, you can search for and apply an existing customer to the call. You're also able to create a new customer if needed by using the "+ Create New Customer" button.

To edit Call Notes, follow these steps:

From there, you can use the right side of the details page to edit the call notes:

To listen to recordings on the Call log, follow these steps:

All call recordings and voicemails (if you have VoIP) will appear on the call log in the Quick View. You will be able to listen to them directly from the call log, download them, and/or adjust the playback speed.

Additionally, you can play recordings directly from the call log by clicking on the Voicemails tab and then clicking on the play button on the far right: