Introduction to the SAS Flex Call Log

Your Specialty Answering Service Flex Portal holds the messages our operators take from your callers. This is an introduction to your call log and how it works in Flex.

Exploring the call log

Working with calls

The basics of your call log

When you log into Flex, you'll see the call log. This is a list of all calls our operators handled on your behalf. By default, this log will display the account activity from the last 7 days. 

How do I page through all of my calls?

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

Each time you log in, your call log will show activity from the last 7 days. To see activity outside of that range, 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 the To and From dates for a specific date range.

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.

Search will not search through your entire call history, just the results already shown in the call log. To extend the search to more calls or, to refine your search to less calls, adjust the date range.

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 button 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.

Emailing calls is restricted to just email addresses of the Flex users. If you'd like to email the call to users outside of your organization, email them to yourself (or another user) first, then email them to the other party.

Opening multiple calls

If you need to view multiple calls at a time, Flex provides you with a way to open more than one call at a time. Just check the row 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) and the associated Script.

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. To play the call, click the Listen to your call link from the right panel. 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.

Print or email the call

Just as on the call log, you can print or email calls individually from this view. Just click on the 3-dot menu icon in the upper right corner and select Print Message or Email Message depending on your need.

Viewing call details

From the call details page, you'll also find all of the information we gathered on the call according to your script, in addition to other data like how many times the customer has called, a log of who interacted with the record and what action they performed, and even a place to add notes to keep your staff on the same page.

Call details

Under the Call 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

Notes can be added to any call by your Flex users. To add a note to a call, simply type a message into the box, then click Save. Your 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 their users will have the ability to leave a comment on the note.

Customer history

Under the Customer History tab, you will have an at-a-glance view of how frequently the caller has contacted your business. Click on any call to pull up the details in a new tab.

Timeline

See a timeline of how you and your users are interacting with calls.

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.

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.

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