The call log allows you to get all the information about the calls within the project.
With this section you can:
create almost any reports using many parameters and conditions;
export reports to .csv format;
search for calls by value using a filter in a few clicks;
get information about the total number of call times.
Go to "Call Center" => "Call Log" menu.
Description of call statuses
Call status | Status on API/webhook | Description |
Answered | ANSWERED | non-target answered call |
No answer | NO+ANSWER (NO ANSWER) | a missed call |
Failed | FAILED | a call failed when the call forwarding number was not connected correctly (there might be some mistake in number/sip-account authorization configurations) |
Busy | BUSY | a call was missed, when all locations in a call routing scheme were busy |
Repeat call | REPEATED | the call was repeated after the first target one within the sale cycle |
Proper | PROPER | a target call, which is defined (calculated) depending on the configurations of a target call length and a sale cycle settings |
Call forwarding scheme did not work | NO-FORWARD | a call, which was missed because the call forwarding scheme didn't work or a number, the call was made to, wasn't set to the call routing scheme |
Voicemail | VOICEMAIL | a call which was redirected to the voicemail |
Wrong extension | WRONG+EXTENSION | a call from the visitors, who input a wrong extension number after the last try and wasn't redirected to a reserve call routing scheme (only for IVR schemes) |
No extension | NO+EXTENSION | a call from the caller, who didn't enter an extension number and wasn't redirected to a reserve call routing scheme (only for IVR schemes) |
No answer from a customer (Callback) | CLIENT+NO+ANSWER | a call from a visitor who sent a request for the callback but didn't answer the callback |
Forbidden destination (for outbound and Callback calls) | FAILED+FORBIDDEN+DESTINATION | an outgoing or a Callback call, which was made/requested to a blocked destination (for example, the project allows calls only to the USA, and the call was made to Ukraine) |
How Ringostat defines the statuses:
In the project settings, the duration of the target call is set to 30 seconds, and the sales cycle is one day.
The client Tom calls the extension number, and no one answers within 40 seconds — the call will receive the status "No answer".
The client, David, calls the extension number and communicates with the manager for 27 seconds — the call will receive the status "Successful".
The client, David calls back after 30 minutes and communicates with the manager for 24 seconds — the call will receive the status "Successful".
The client David calls after 2 hours and communicates with the manager for 3 minutes — the call will receive the status "Targeted".
On the same day, all following calls from David will receive the "Repeat" status. And all possible calls from the new day will be defined according to the new sales cycle.
When determining a unique or non-unique call from a client, Ringostat focuses on the user's visit to your site, that is, on the connection to the session.
A session is a sequence of user actions on the site over a certain period.
When receiving an incoming call from a client, Ringostat focuses on the number of calls from a unique number and the presence of a session on the site linked to this unique call.
If Ringostat could not bind a client's call to a session, such a call will always be non-unique.
This can happen in the following cases:
the call tracking product is not activated in your project;
an error occurred when determining whether a call is bound to a session;
when a visitor calls a number in the project that is not attached to any pool of numbers in the script settings section.
A unique call will be considered in the following cases:
the first call made from a unique phone number to Ringostat;
there is a link to the user's session on the site.
In case you have static call tracking connected in the project, the uniqueness/non-uniqueness of the call depends on whether a non-existent session is generated before the call.
How do I know if a session has been generated for a call?
This depends on whether the number the customer calls is added to the static pool of numbers in the project's call tracking settings.
If the number to which the client calls is assigned to at least one static channel in the project, then a non-existent session is generated, and the first call from a unique number in Ringostat will be considered a unique one.
If the number to which the client calls is not assigned to any static channel, the session will not be generated, and such a call will not be counted as unique.