Introduction to the SAS Flex Call Log
Your Specialty Answering Service Flex Portal Call Log is where messages are stored for each call our operators take on your behalf. Let's take a look at its features and functions.
Exploring the call log
- The basics of your call log
- Using dates, filters, and searching through results
- Printing and emailing your messages
- Playing and downloading calls
- Opening multiple calls
Working with calls
The basics of your call log
When logging in to Flex, you'll be taken directly to your call log. By default, this log will display the account activity from the last 7 days.
The call log defaults to 20 records per page. If there are more than 20 records to review, use the Previous and Next links at the bottom of the call log to navigate to the next page.
Can I change how many calls are displayed at a time?
To change how many calls show per page, use the page filter at the top of the call log. Here, you can change your view from 10 calls per page up to 100.
Using dates, filters, and searching through results
To see activity outside of the 7-day default, you'll need to adjust your date range. Just click the date range filter at the top left of the call log to select a pre-set range.
If the options listed don't suit your needs, use the Custom option to set specific From and To dates. Then, click Apply.
Adjusting the call filter
The selections in your call filter let you drill down and refine your call log. Click the Filter drop down menu, then select from the options provided to segment your activity by Tag, Scripts, Numbers and Outcomes. Don't forget to click the Apply button to apply your changes and show the filtered results.
How do I remove a filter?
Any filters you've applied will be displayed 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 all filters link.
Can I search through my calls?
Searching is a great way to quickly locate calls in the log. Start by clicking the magnifying glass icon in the top right corner of the log, then use the search box to further filter through the calls in the log. Search will look for a match in the Name, Phone, or Outcome.
Printing and emailing your messages
From the call log, you can print or email individual messages or multiple messages at a time.
Printing your messages
To print a message, select the checkbox on the row of any call or calls you need to print. Then, on the right side of your screen, click the Action tab and select Print Message.
Emailing 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, then use the Action tab and select Email Message.
Clicking Email Message will open a view like the one below where you'll be able to email the call details to the login email of your Flex users.
Opening multiple calls
If you need to view multiple calls at a time, just check the box to the left of the calls you want to open. Then, from the Action button, click the Tab Call link. This will open all of the calls as tabs in the upper area of the screen without taking you away from the Call log, so you don't need to click back and forth.
Default call data
Clicking on a call from the log opens up the full details of the call. This screen shows everything we know about the interaction your caller had with our operator. This includes the length of the call, the script that was used, the number that was dialed, and the all of the data we captured during the interaction according to your script.
Basic message information
At the top of the call details screen, you will see the Outcome, Caller ID (if available), the associated Script, the number that the caller dialed, the type of call (inbound, outbound, etc.) and the tag that is currently applied to the call.
Below that, you'll see Timestamp, Call Length, and Patch Length (if applicable).
Playing and downloading calls
If you have call recording activated on your account, you'll be able to play or download the audio from the call. Click the Play button under the Write a Review section. This will load the audio and automatically start playing the call. Once the call is loaded, you'll be able to download the call by clicking Download. Call recordings are available for sixty (60) days, after which they are deleted and cannot be retrieved.
Print or email the call
Just as on the call log, you can print or email calls individually from the call details view. Click on the 3-dot menu icon in the upper right corner and select Print Message or Email Message depending on your need. To edit the details taken on the call, click Edit Message.
Viewing call details
From the call details page, you'll find all of the information we gathered on the call. You'll also have access to other data such as how many times the customer has called, a log of who interacted with the record and what action they performed, and even a record of any SMS interactions between your staff and the caller.
On the Call dashboard, you will see a green button that will enable you to call the customer back. For more information on this feature, check out this article.
Under the Details tab on the left side, you'll see an overview of the details gathered on the call, including the caller's contact information and what the call was regarding.
Notes can be added to any call by your Flex users. To add a note, simply type a message into the box, then click Save. Each note will appear below, along with the timestamp and the name of the user who posted the note.
Once a note has been posted, other users will have the ability to leave a comment on the note by clicking Reply.
Under the Customer History tab, you will have an at-a-glance view of how frequently the caller has contacted your business.
To open up any call under the History tab, hover over it and click Open.
The Timeline tab will show you a timeline of what happened on each individual call.
From the Timeline tab, you are able to directly edit the Profile the message was sent to, the Closing block that was used on the call, or the script itself by clicking the linked options.
If your script is utilizing an app integration, a Reach On-Call or a transfer, you will see that information logged within the call timeline as well, as shown below.
If your script is utilizing an On-Call schedule, the On-Call tab will show the details and status of the Reach, including any upcoming attempts. If the Reach is currently in progress, you'll have the ability to stop the reach right from your portal as well.
Rating the operators
Call ratings allows you to let us know how the operators handled your call with a few clicks. We use this information to fine tune your answering service experience and maximize our efficiency and value to your business.
To rate your call, start by looking on the right navigation panel for the name of the operator who answered the call. Below the agents name and number, you'll see three categories to rate the operators performance on. This includes the overall rating, the operators tone, and their professionalism. In addition, you'll have a place to add your thoughts about the interaction.
If an Internal Review by SAS has been completed on a specific call, you will see a Viewed by SAS banner above the call rating and an Internal Review listed directly underneath your own review within the Call Details. To view the full report, click Download.
If an agent submitted feedback after a call, you will see those details within the Agent Suggestion section beneath the call rating section
Changing a tag
Using Tags are a great way to show you where the call is in your life cycle, helping you keep track of new calls, calls that have been seen by your staff, and even adding an easy way for you to add context to the calls in your log.
When a call is created, its default tag is New. Once it has been opened, it changes to Open. You are able to change the tag back to New, or you can create your own custom tag from the Settings page.