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Manage and Analyze Call Logs in HyperConnect

The Call Logs screen in HyperConnect provides a centralized view of all calls, allowing businesses to track and analyze communication with guests efficiently. Users can filter and export call data to streamline operations and enhance customer interactions.

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Overview of the Call Logs Screen

The Call Logs screen displays detailed information about calls, including:

  • Call Type: Categorizes each call as Inbound, Outbound, or Missed, making it easy to identify the nature of the interaction.

  • Guest Name: The name of the guest associated with the call.

  • Date & Time: Indicates when the call took place.

  • Agent: The staff member who handled the call.

  • Recording: Shows whether a recording of the call is available for review.

  • Transcript: Displays a text-based version of the call conversation, if available, enabling quick reference to call details.

  • Call Category: Helps classify calls into specific types, such as Appointments, Purchases, or Others, for better organization.

  • Sentiment: The overall emotional tone of the conversation(Positive, Neutral, Negative).

  • Voicemail: Indicates whether the guest left a voicemail, ensuring no missed communication.

Filters for Efficient Search

To help users navigate and find specific call records, several filters are available:

  • Custom Period: Filter call logs based on preset date ranges, including Today, Last 7 Days, Last 30 Days, Last Month, Last Quarter, Last 6 Months, or Last 1 Year.

  • Call Type: Narrow down results based on inbound, outbound, or missed calls.

  • Call Category: Focus on specific types of calls such as appointments, purchases, or other inquiries.

  • Call Sentiment: Identify calls with positive, neutral, or negative sentiment to analyze customer satisfaction.

  • Filter by Guest or Agent: Find calls associated with specific guests or agents for detailed tracking.

    If you are looking for a specific call log , you can search by the guest's name or the agent's name.

Manage Columns and Export Data

Users can customize their view and export call logs for further analysis:

  • Manage Columns: Users can reorder or remove columns to focus on the most relevant data. However, they cannot add new columns beyond the available options.

  • Export to Excel or CSV: Download call logs for reporting and analysis outside of HyperConnect.

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