Understanding your SAS Desk Call Log

You can use your answering service portal to see detailed records of your call activity. The goal of this quickstart guide is to understand how to access your call log, and how to dig deeper to see specific details about individual phone calls. First, we'll tour the main  Calls page:

• A quick view of your call log: The call log shows you a quick view of your inbound and outbound account activity for any date range.
• Using dates and filters: Change your date range to see calls from a specific time-frame, and drill down even further by adjusting your filters.
• Changing tags for multiple calls: Select multiple calls, and change their tags simultaneously.
• Printing your messages: How to print a copy of your messages.
• Email a copy of your messages: How to send the message details via email.

Then, we'll be looking at the  Call Details page:

• Quick access bar: Grab important information associated with your call.
• Rating the operators: Rate how the call center agent did and help shape your service.
• Viewing call details: See the entire message the operator took on your call.
• Changing a tag: Setting the tag of the call to stay organized.
• Adding a note: Add additional notes right in our system.

A Quick View of Your Call Log

When you first log into your SAS portal, you'll see the main  Calls page. By default, this table will display today's account activity, with your most recent activity listed first.

Gravatar Image: If the caller has a Gravatar image associated with their email address, you will see that image on the left. If not, you will see the caller's initials.

Play and Download Calls: To play or download a call, click the speaker icon below the Listen column. You'll get a pop-up that looks like this:

Rating the Operators: From the recording pop-up, you can also rate our operators. Hover over the stars in the grey box to select a rating.

Once you click on a rating, you can either click the  Rate now button, or click Add note, if you'd like to include a specific critique for the operator.

Type your message into the box, and then click  Rate now in the lower right corner to save your message.

Quick Details View: Hovering over any line will display a quick view of the call details. To view the complete information, Click to see call details in a new window. You may see some calls that have no name or no phone number listed. Don't worry. Your portal isn't broken. This happens when the caller doesn't leave information, e.g. if they are asking for information or are telemarketers. For more information, please read Understanding Call Types.

Records Per Page: The call log defaults to 50 records per page. If there are more than 50 records to review, you'll see Previous and Next buttons to the top right of the call log.

Search Through Your Calls: You can also search for a specific call by clicking the Select option drop down. Select the parameter you would like to search from First Name, Last Name or Phone Number. Type the details into the Search box, then click the blue Search icon on the right. When using the search function, you'll need to have something to search through, so start by adjusting your date range.

Using Dates and Filters

Changing Your Date Range: By default, the call log will show today's activity. To see activity before today, you'll need to adjust your date range. Just click the calendar icon on the top left of the page to select the appropriate range. For more information, please read How to Set a Date Range for Your Call Log.

Adjusting Filters: Adjusting your call filter settings lets you drill down into your call data. Click on the Choose filter drop down menu and click the checkboxes to segment your activity by tag, scripts, and outcomes. Don't forget to click the yellow Apply filters button to apply your changes.

Deleting Filters: Any filters you've applied will be displayed in blue at the top of your call results table. To clear filters, you can either click the X next to the filter name, or click the Clear filters link to the far right.

Changing Multiple Calls' Tags

If you have already responded to several calls in your call log, you can change their tags at the same time, without accessing the Call Details screen. Select the checkbox on the row of any calls you would like to change. You will see the  change tag, print message and send email buttons highlighted in the bottom left corner of the call list. Click change tag.

The label options will be displayed. Scroll to find the appropriate label, and then click on it. You will see a green check mark indicating which label you've selected, and the Apply tag button will become operational. Click  Apply to save your changes.

Printing Your Messages

From the Calls page, you'll be able to print out one or multiple messages. Select the checkbox on the row of any call or calls you need to print. You will see the  change status, print message and send email buttons highlighted in the bottom left corner of the call list. Clicking print will open a pop-up containing all call details.

Email a Copy Of Your Messages

To email a copy of your message data, start by selecting the checkbox on the row or rows of any calls you are emailing. You will see the  change status, print message and send email buttons highlighted in the bottom left corner of the call list. Clicking email will open a pop-up like the one below.

From the email pop-up, you'll have the option to  Add personal note which gets sent along with the call details, and Send a direct link to the call which when clicked will automatically take you to the specific call record.

Please bear in mind that the email recipient must be a portal user in order to access the call. If you need to send a call to someone outside of your organization, take a look at this tutorial on Share URLs.

Quick Access Bar

After clicking the Details icon from the Calls page, you'll be taken to the  Call Details view. At the top of the Call Details screen, you will see the Caller ID, Timestamp, Call length, a speaker icon listed below Play the call, Direct link to call, and Print and Email icons.

Play and Download Calls: To play or download calls, click on the speaker to Play the call or Download the .MP3 file. As noted above, you can also rate the operator from the recording pop-up.

Direct Link: Clicking Direct link will generate a link that will automatically take you to this specific call record.
 
Print The Call: Just as on the main call log page, click the Print or Email icons to print call details or email them to yourself. Be mindful of HIPAA regulations if you are using email.
 
Email The Call: If you are emailing the call, you may move the Send direct link to call toggle to send a link of that specific call record to your email, move the Attach audio file toggle to automatically attach the .MP3 file to the email, and Add a personal note.

Rating the Operators

On the right side of the Call Details page, you will see the operator ID or picture of the operator who answered the call, along with a 5-star rating scale with which to rate his or her performance. Your operator ratings are one of the many tools we use to help shape your service. For more information about how we use your ratings, please read our article on Rating the Operators.

Viewing and Editing Call Details

Your Message: Below the map, you will see the caller’s basic Personal information - name and number. Further down, you will see Additional information about the caller from the questions the call center agents asked, along with the call reason.

If you note an error in the call details, such as an incorrect email address, click the yellow  Edit icon under Additional information to update the caller’s information.

Customer History: Below the operator ID, you will see Customer history. This will give you an at-a-glance view of how frequently the caller has contacted your business within the last 90 days. The history is based on the Caller ID. The same information is displayed at the bottom of the page with more details, such as the name provided by the caller and the Call Reason associated with the call.

Changing Tags

The tags denote the life cycle of the call. When a call is created, its default tag is 'New'. You are able to change the tag to any default system status, such as Call Back, Working or Completed, or create your own custom tag from the Settings page.

NOTE: If an incoming call results in a reach out attempt to your on-call staff, this will be logged in your call log as well. However, the tag for any reach out attempts may differ than the original incoming call. For example, if an operator was able to reach someone or deliver the message successfully, they will mark that reach out attempt as "completed". 

Adding a Note

Adding notes is a great way to keep your team updated with any action you took on the call. To  Add a note, simply type a message in the box, then click the blue Save icon. Your note will appear below shaded in green, as well as any status changes you have made.