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Voice Call Log Overview
Voice Call Log Overview

Learn how to use the Overview and Call log page for Voice

Roland Ligtenberg avatar
Written by Roland Ligtenberg
Updated over a month ago

Overview

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.

Note: You need your dialer open in order to connect to the call.

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.


Call Log

Accessing the Call Log

To access the Call log follow these steps:

  • From the Housecall Pro homepage, select the Inbox tab In the main navigation bar.

  • From there, you will see the Call log tab in the left sidebar menu directly below Overview.

Viewing the Call Details

To access the Call details follow these steps:

  • From the Housecall Pro homepage, select the Inbox tab In the main navigation bar.

  • Then click on the Call log tab in the left sidebar menu.

  • From there, click on any row in the call log to open up the Quick View to view the call details:

Filtering on the Call Log

To filter the Call log follow these steps:

  • From the Housecall Pro homepage, select the Inbox tab In the main navigation bar.

  • Next, select the Call log tab in the left sidebar menu.

  • From there you will see the different tabs you can filter the call log by.

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

  • All - all calls.

  • Missed - only shows missed inbound calls.

  • Inbound - only shows answered inbound calls.

  • Outbound - captures all outbound calls.

  • Voicemails - shows all calls with a voicemail.

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

From here you can filter by:

  • Caller

  • Call date

  • Lead Source

  • Call reason

  • Object created

  • Employee

Export the Call Log

Note: This feature is currently in Alpha testing and is not available to all Pros.

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:

  • From the Housecall Pro homepage, select the Inbox tab In the main navigation bar.

  • Next, select the Call log tab in the left sidebar menu.

  • From there, select the "Export" button to the left of the Edit Columns button.

Edit Columns on the Call Log

Note: This feature is currently in Alpha testing and is not available to all Pros.

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

  • From the Housecall Pro homepage, select the Inbox tab In the main navigation bar.

  • Next, select the Call log tab in the left sidebar menu.

  • From there, select the "Edit Columns" button to the right of the Export button.

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.

Mark as Read on the Call Log

Note: This feature is currently in Alpha testing and is not available to all Pros.

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

  • From the Housecall Pro homepage, select the Inbox tab In the main navigation bar.

  • Next, select the Call log tab in the left sidebar menu.

  • From there, click on the "Mark All As Read" button to the right of the Edit Columns button.

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

Badging 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.

Edit Caller on the Call Log

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

  • From the Housecall Pro homepage, select the Inbox tab In the main navigation bar.

  • Next, select the Call log tab in the left sidebar menu.

  • Then, select the customers call and click the "Edit caller" button.

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.

Edit Call Notes on the Call Log

To edit Call Notes, follow these steps:

  • From the Housecall Pro homepage, select the Inbox tab In the main navigation bar.

  • Then, select the Call log tab in the left sidebar menu.

  • Next, select the particular call you'd like to edit the notes for and then click the "View and edit notes" button.

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

Listen to Recordings on the Call Log

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

  • From the Housecall Pro homepage, select the Inbox tab In the main navigation bar.

  • Next, select the Call log tab in the left sidebar menu.

  • From there, select the particular call and then click the play button under Recording.

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:

Note: We include badging so you know when there are new voicemails or missed calls. The voicemail badging will not be dismissed until you listen to the voicemail recording.


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