Track Every Call Interactions with Call History

Module: Agent Application

Let's check out the steps to track call interactions using the Call History feature.

Accessing Call History

1. From the left navigation panel, select Call History.

Call History Overview

All calls linked to the agent’s account are displayed in a clear, organised list, with filters to quickly narrow down results.

• All: Includes both inbound and outbound calls.
• Inbound: Includes only inbound calls.
• Outbound: Includes only outbound calls.
• Memo Update Pending: The Memo Update Pending tab lists all calls where the Memo has not yet been attached after the call. This applies to all calls associated with existing patients in the PMS. 
• +Create Filter: This option lets you build up to four customised filtered views to organise and analyse call data effectively. Each filter tab represents a unique combination of criteria tailored to your needs. 

• When you click +Create Filter, a filter panel appears on the left side of the screen.

Follow the steps to create your own filter at your own pace.

1. Within the filter panel, you can:

• Name the Filter for easy identification.

• Choose the Call Direction — All, Inbound, or Outbound.

• Select the Source Name from the available dropdown options.

• Define one or more Call Purposes.

• Specify the required Call Outcome and Call Outcome Reason.

• Apply additional filters such as Treatment Categories, Contact Type, and Call Status, as needed.

2. After selecting the desired parameters, click Create Filter to generate a new tab view. 

Note: You can switch between the saved filters to quickly review or compare different categories of calls ensuring efficient and focused call tracking.

• Click the saved filter to Change or Delete it.

Call History Table

Here's what each field in the table means:

Field	Description
Date & Time	Displays the exact date and time when the call occurred.
Direction	Indicates whether the call was Inbound or Outbound.
Name & Number	Shows the contact’s name and phone number.
Source Name	Displays the source or campaign name associated with the call.
Contact Type	Identifies the type of contact — such as New, Existing, or Lead.
Call Source Type	Specifies how the call originated (e.g., from a website, campaign, or direct dial).
Call Status	Indicates the current status of the call — Answered, Missed, Pre-Queue Drop, etc.
Voicemail	Shows an icon if the patient has left a voicemail. Click the icon to listen.
Call Purpose	Displays the reason for the call (e.g., Appointment Booking, Inquiry).
Call Outcome	Indicates the result of the call (e.g., Appointment Booked, Not Confirmed).
Manually Responded Reason	Captures the reason provided when an agent manually responds to a call through other channels.
Call Action	Indicates any action taken on the call, such as Blind Transfer or Warm Transfer.
Callback Status	Displays whether a callback is pending, completed, or not applicable.
Patient Name & Number	Shows the linked patient’s details, if available.

Quick Actions & Activities

Copy Phone Number

• Hovering over a phone number shows the copy button, which lets you copy it to the clipboard.

View Patient 360

• Click on any phone number in the call history table to open the Patient 360 and view complete call and patient details.

Create To-Do or Block Contact

• Click on the three-dot menu to Create To Do or Block Contact. 

• Click on the Call icon to place a call to the customer instantly.
• Click on the Message icon to send a text message.

Listen to Call Recording

• Click the Conversation duration to open the Patient 360 and listen to the call recording.

Listen to Voicemail

• Click the voicemail icon (if available) to play the voicemail message sent by the patient.

Features and Functions

Field	Description
Full Call Log	View all calls associated with your extension, including time, date, and duration.
Filter & Search	Refine results using filters by name, number, call type, or date.
Call Back	Instantly return calls from the log using the call icon.
Listen to Recordings	Click the call duration to play recorded conversations.
Patient 360 Access	Click any number to view patient communication and details.
To-Do & Block	Create action tasks or block unwanted contacts directly from history.

Support

Need further help? Contact [e-mail] or call [phone].