Understanding the Call Details Page

Upon logging into your SAS Flex portal, you'll be taken directly to your Call Log. Selecting a specific call from the log will bring you to the Call Details page. The Call Details page is where you can view all the details of each call taken on your account. Let's take a look at its features and functions.

Once you've selected a call from your Call Log, you'll be taken to the Call Details page. On the left side of the page, you'll see all of the details of that particular call including the message itself. In the center of the page,  you'll be able to listen to the call and rate the operator (if recordings are enabled). Below the call rating section, you can activate our Transcription Add-On feature to read a transcript of the call. On the right side of the page, you can view and respond to texts with the customer. All texts will come from your SAS forwarding number.

At the top of the Call Details page, you will see the Outcome of the call, the Caller ID (if available), the associated Script, the number that is associated with the Script, 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). From this section, you can also call the customer back by clicking the green Call the customer button. Outbound calls will come from your SAS forwarding number.

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.

Printing, Emailing or Editing the Call

You can print or email calls individually from the Call Details page. 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. If you need to, you can block the caller from this drop down as well.

If you chose the Print Message option, you can either print the call or save the file as a .pdf. 

If you chose the Email Message option, you'll see the following. From this window you can add the email(s) you'd like to send the call to, as well as any additional notes. 

If you chose the Edit Message option, you'll see the following. From this window you can edit information like the caller's name, number, email, and the ticket 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 On-Call interactions.

Details

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

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. 

Customer History

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

Timeline

The Timeline tab will show you a timeline of what happened on each individual call, including any action the operator took like accessing the FAQs, submitting data through an integration, etc. This tab will also show you any actions made on the call through the portal via you or your staff members (i.e., opening the call, adding notes, etc.).

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. You may also see some error messages located within the Timeline, which would indicate an SMS message was not send. Check out this article which explains all of the different error messages you may see and how to fix them.

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.

On-Call

If your script is utilizing a Reach 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.