FAQ: How are calls logged in Acquire?
Acquire logs and routes audio calls depending on a number of factors. Let’s go over the common scenarios of how audio calls appear in the Dashboard and in Analytics. An understanding of this process will help you create a great experience when customers call in.
In this article:
- Setting Up IVR or Music/Voice Recordings
- Calls in the Dashboard
- Call Routing Status
- Viewing Call Data in Analytics
Setting Up IVR or Music/Voice Recordings
Before you receive your first phone call, you’ll need to port a number into Acquire and set up your phone preferences.
When you edit a number your create a Business Rule for a phone call, you can determine how the call is routed and what kinds of recordings you'd like to set up for it.
The IVR Setup and Music and Voice Recordings Setup menus.
Choose the setup that makes the most sense for your use case:
Use Case 1: If you have one department per number…
You may use each or every option for music and voice recordings. Ensure the IVR Setup routing is off by toggling the its status from green (right) to red (left). You have the option to include any and all of the following:
- Welcome Music — When a caller calls the number, this will be the first recording they hear.
- No User Available Music — If there are no agents online, the No User Available recording plays.
- IVR Music — If you’d like to direct your caller to route to a specific number or department, use this option. Unlike IVR setup, please note that Acquire’s IVR Music has no routing capabilities on its own. Your IVR Music simply functions as a recording. Routing will need to be set up from your end via an external routing service.
Use Case 2: If you have multiple departments per number…
Use IVR. You may use the ‘No User Available Music’, but we do not recommend using any of the other options as the recordings may play out of order and potentially confuse your callers.
Use Case 3: If you want to forward an incoming call…
Use IVR. Please note that audio recordings are not logged in the Acquire Platform when a call is forwarded.
Calls in the Dashboard
Calls in the Dashboard appear as a call block within the contact’s timeline. All audio calls are part of cases. As you may know, a case may have a Pending, Active, or Closed status. Because cases may have chats or other messages associated with them, audio calls have their own status.
Audio call status:
- In-Progress — indicates that a visitor and agent are in an audio call conversation
- Completed — indicates a call where an agent picked up, engaged in a conversation, and either party hung up
- Missed — indicates a call an agent did not pick up OR that a caller hung up during the IVR process
- Cancelled — indicates a call that the agent rejected
Audio call blocks are easily identifiable in the timeline.
An In-Progress call block. The call block will show the number calling in, the number that receives the call, the date of the call, and how long ago the call was received.
When a call comes in through department routing, agents will see the call menu appear on the platform and on the Dashboard.
When a call comes in and routes to an agent, the agent may accept or reject the call.
During a Call
If an agent accepts the call, a menu will appear and the call will begin.
All calls received this way are recorded. If they wish, agents may pause the recording using the ‘Pause Recording’ button.
Additionally the agent may perform other actions from this menu. These actions are (from left to right):
- Mute/Unmute — Mute the call.
- Hold/Unhold — Put the caller on hold.
- Add User — Add another agent to the call. You may need their phone number to do this.
- Open Case — Opens a case. If the agent isn’t on the Dashboard, they’ll be directed to the Dashboard when they press the ‘Open Case’ button.
- Open/Close Dialpad — Open the dial pad menu.
After a Call
The In-Progress block will change into a ‘Completed’ block.
Agents may replay the audio recording by clicking on the play button. If the call was forwarded, you will need to access the recording from the forwarded device.
Call Routing Status
When calls are routed to departments, how do their statuses change?
If you set up IVR to route visitors to departments, or use IVR music, the status of those calls could change depending on which actions the agent or caller takes. For all of the scenarios below, the caller has reached the IVR step of the process and has just hit a button to connect with a department.
When agents are available:
- ...and an agent answers the call, it will show up as an 'Active' case and have an 'In Progress' call status in the timeline. Once the call is finished, the case will remain 'Active' and the call will show up as ‘Complete’. Agents may manually close the case if they wish.
- ...and the visitor hangs up before an agent can accept a call, the case will be marked as ‘Pending’ and the call status will appear as a ‘Missed Call’.
- ...and the agent rejects the call, the case will be marked as Pending, and the call will be labeled as ‘Cancelled’.
Call Status Diagram
This diagram shows the Dashboard status of the scenarios when agents are available and the caller completes the IVR process. Cases may include other messages (such as chats, email, etc.) so agents wishing to close a case after a call must do so manually.
When agents are offline:
- ...and, if set up, the ‘No User Available Music’ will play. On the Dashboard, the call is listed under ‘All’, its case status is ‘Pending’, and its call status is marked as ‘In-Progress’.
When a caller selects a forwarding number:
- ...and an agent answers, the case will be marked as ‘Pending’ and the call status is marked as ‘In Progress’. When either party hangs up, the call status changes to ‘Complete’ and the case remains in ‘Pending’. An agent should manually close the case.
Viewing Call Data in Analytics
To view your call data, go to Analytics > VoIP. In the Call Overview graph, you’ll see the amount of outgoing calls, incoming calls, and missed calls as well as average call and response time.
The Call Analysis graph provides a better understanding of user behavior during calls. You’ll see people added in a call, callers who left during IVR and holds, and average hold time.
The call analysis graph is best used for comparing average hold time (the gray, dotted line) to the number of people who have left a call (yellow and red bars).
A more detailed explanation can be found in Using VoIP Analytics for Audio Calls and SMS.
Still unsure how to set up your audio calls? Connect with your support team at email@example.com.