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.

Play and Download Calls: To play or download a call, select the call and and click the Play button on the bottom right-hand side of your screen.

Rating the Operators: After listening to your calls, you can also rate our operators. Hover over the stars in the grey box to select a rating.

Once you click on a rating, a pop-up window will appear allowing you to add feedback for the agent. When you are finished, click Submit.

Records Per Page: The call log defaults to 10 records per page. If there are more than 10 records to review, you'll see < and > at the bottom of your log.

Search Through Your Calls: You can also search for a specific call by using the Search box in the top right-hand corner. Search by Caller Name, Outcome, Phone number or Date.

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, then click Update. For more information, please read How to Set a Date Range for Your Call Log.

Changing Call Tags

New calls in your  log will have the New call tag attached. Once the call has been opened, it will switch to Open. However, you can manually change call tags by clicking on the call, then choosing the tag from the bottom right-hand side of your screen. You can create new Call Tags within your Settings. 

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, then click the Print button along the top of your screen.

Email a Copy Of Your Messages

From the Calls page, you'll be able to email one or multiple messages. Select the checkbox on the row of any call or calls you need to email, then click the Email button along the top of your screen and enter the address(es) you wish to send the call to.

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.

Call Details

After clicking the Details icon from the Calls page, you'll be taken to the  Call Details view. On the side of the Call Details screen, you will see the Script that the call came in on, the Profile where the message was sent, the call's Outcome, Caller ID, Timestamp, and Call length, as well as the option to listen to and rate the call. 

Print or Email 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.
 

Rating the Operators

On the right side of the Call Details page, you will see a 5-star rating scale with which to rate the agent's 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.

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.

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.