Call Record List

In the Call Management module Call Record List page displays a list of Call Records along with some basic information, such as Call Record No., Logged Time, Status, Caller Name, Call Record Type, Workgroup, Description, and Assigned To. With filter options, Analyst can search the Call Records according to the filter criteria. Analysts can view the Call Record details and take appropriate actions.

• View and Update Call Record

• Apply Filters

• Add New

View and Update Call Record

The List provides all the details about each call that is recorded, where an analyst can view details such as Call Record ID, Logged Time, Status, Caller, Type, Workgroup, Description and to whom the Call Record is assigned to. As the analysts clicks on the Call Record ID hyperlink, the call record details for the selected ID is displayed.

To View and Update Call Record, perform the following steps:

1. Log in to the application as an Analyst.

2. Navigate to Call > User > Manage Calls > Call Record List.
   The Call Record List page is displayed. 
   

   Figure: Call Record List page 
   

3. Click on the Call Record ID hyperlink to view or update a Call Record.
   The selected Call Record Details page is displayed.
   

   Figure: Call Record Details
   

   View Caller Details

   Click the Caller name or Logged By link to view the Caller Details, popup window with all the details are displayed.
   Figure: Caller Details popup window

   Call Record Actions

   From the Call Record Details page as an Analyst you perform certain actions as listed below:

   • Show List

   • Add New

   • Change History

   Show List

   If you want to view the call record list page from existing Call Record, then hover on the Action Panel in the Call Record and select Show List to view the list page.
   Figure: Call Record Details

   Add New

   To add a new call record, from the Call Record, you can hover on the Action Panel and select +Add New.
   Figure: Add New
   
   Upon performing this action a New Call Record creation page is displayed.
   Figure: New Call Record For User

   Change History

   To view the all the changes made on the selected Call Record since its time of creation, hover on the Action Panel of the Call Record and select Change History.
   
   Figure: Call Record Action Panel

   Upon performing this action, a Change History popup window is displayed.
   Figure: Change History

   You can search the required information in Change History using the search bar provided on the page.
   Example: Consider you want to search of keyword “Application”. Enter the keyword “Application“ in the search bar to view the search result.
   Figure: Change History
   

4. Additionally, an analyst can add notes in the Private Log section of the Call Record.
   

5. View/update the Call Record details and click Submit to save the changes or Cancel in order to revert to the Call List page. 

Filters

As an Analyst if the Call Record volume is high and list page has more record items, then Filters on the Call Management List page is used to refine the search to obtain maximum desired result. Filter provide various columns from the list page as field values where you can select and enter the desired values to view the consolidated list of Call Records.

To apply Filters on the Call Record List page, perform the following steps:

1. Log in to the application as an Analyst.
   

2. Navigate to  Call > User > Manage Calls > Call Record List.
   The Call Record List page is displayed.
   

   Figure: Call Record List page
   

3. Hover on the Action panel and select Filters to apply the search criteria on the Call Records.
   

   Figure: Call Record List Action Panel
   

4. Click Submit after you select the required filter criteria.
   

   Figure: Filters

Add New

As an Analyst, you must be able to add a new Call Record from the list page without navigating to another page. Enabling analysts to easily create and manage from list page.

To add a new Call Record, perform the following steps:

1. Log in to the application as an Analyst.
   

2. Navigate to  Call > User > Manage Calls > Call Record List.
   The Call Record List page is displayed.
   

   Figure: Call Record List page
   

3. Hover on the Action panel and select + Add New to create a Call Record.
   

   Figure: Call Record List Action Panel
   

   To know more about Call Record creation, refer Creating Call Records.