Reports: Call Log - Filters and Data Access

Reports: Call Log - Filters and Data Access

The Call Log is the list of all calls received on your tracking numbers for the selected period. 

Viewing the data

The standard view for the call log provides a list of call details. It can be customised as per requirements (see Personalising Fields below). By default it shows Today's data.

Icons in the left column provide access to call details, as described below.

Received Call
Roll over to see the call status - see call status explanation for further information 
Placed Call
 Roll over to see the call status - see call status explanation for further information
Call Details

Click on the icon to open the call details dialog. If a call recording or voicemail is available, the audio player will be shown.

Each call can have notes added to the call record. To view these notes in the call log table, see the Personalising Fields section below.

If a particular call record needs to be excluded from reporting, select the "Exclude Call from Reports" check box. The call log will still show the call record.

Call Recording or Voicemail
This icon indicates that a call recording or voicemail is available. Clicking on the icon will also open the call details dialog. Each audio file can be downloaded as an MP3 file.

Call audio is available for 3 months, or for contracted period. For pricing details for longer storage periods, please contact your Account Manager.

See the Call Recording Guidelines article for regulatory requirements regarding call recordings.
Transcription - speech to text conversion

Personalising Fields

The customer portal user account starts with a standard list of call log fields. Call log fields can be personalised as per requirements. 
To access fields selection, click on a button  located above call log table in the right upper corner.
The side panel will open on the left with the field options.
  1. To add new field, select it from the drop down list and click Add (1)
  2. To remove a field, click on the remove button (2)
  3. To reorder the fields, drag and drop with the hamburger icon (3) for the chosen field, moving it to new position
  4. Click Save to confirm the selection or Cancel to revert the changes

Available Fields

Date and time of the call
Incoming phone number
Tracking Number
Number assigned to the ad source / advertising channel that your customers are calling
 Ad Source Name
 Name added to the tracking number
Call ID
Call reference number 
Call duration is a total time of a call from dial to hang out
Talk Time
Actual time of the conversation, from answered to hang out
Call Wait
 Time between first ring and when the call is picked up
Answer Point
Phone number where incoming calls are directed
Geographical location of incoming number - based on the Country
Location of a call based on the type of the number - see number types and differences - distinguished between states and / or types of numbers
Detailed geographical location - based on the city or region - distinguished between location and / or types of numbers
Post Code
Actual postcode notification of incoming call, provided by the caller - function available with routing Postcode Prompting. For more details contact your Account Manager.
Actual status of that call - see call statuses explanation
Details of the call added manually by user directly into call details
Name or details of the call entered directly in the call log field, dialer or evaluation.
Direct access to call evaluation page
Post Name
Detailed location based on the post code: eg. different suburbs under the same post code.
Web IP
IP address of a visitor that clicked the dynamic number on the client website
Web Keywords
Set up by the client on the landing page with the utm_term
Web Location
Location of a visitor that clicked the dynamic number on the client website - connected with Web IP 
Web Medium
The medium for the web visitor, eg. Organic, pay per click
Web Referrer
The refer for the web visitor, eg. Facebook, Twitter, etc
Web Source
The source of the web visitor, eg. Google, Bing
Custom features available for clients to be used in the reporting; those can include IVR options, Call outcome, Call Survey. Please contact your Account Manager or our Support Team for more details
Only available with the optional sentiment analysis module.
Talk Most
Only available with the optional sentiment analysis module.
Only available with the optional sentiment analysis module.
Only available with the optional sentiment analysis module.

Filtering Data

The Customer Portal provides data filtering functions, customising the time frame and other call parameters for navigating through call log.
You can apply your selection by simply clicking the Filter button  at the left top of the page.
Filtering functions are available across all reports. The filter selection will remain the same when moving between the call log and other reports.

The filter options will be shown in a popout from the left of the screen. After selecting required options click button Apply 
Chosen filters will appear at the top of the page below filter button.   
To remove all of them, click on the button Reset All  at the Filter window or simply click x on the chosen filter next to the date to remove it from the list.

1. Selecting the date range

The default date is set to display the current day's date. You can change the date range by selecting from drop down list the date range options. The Custom option allows any start and end date to be selected using the calendar popout.


With Custom Date Range you can go back since you start with AVANSER, however more than 10000 records may cause the data to be incomplete. 

2. Ad Sources

This filter allows to select one or multiple ad sources. After clicking on Ad Source, drop down list will appear. Click on desired name or use Search bar if you have multiple ad words. 
Use Select   button to confirm and close drop down list. Clear  button will erase your selection. 

3. Answer Points

To select required answer point use Answer Point filter. You can select just one or multiple. When click on Answer Point Options drop down list will appear. Click on desired number or number to pick. You can use search bar if you have multiple answer points. Search bar will work with words and numbers. 
Use Select   button to confirm and close drop down list. Clear  button will erase your selection. 

4. Call Status

You can filtered your records by one or multiple call statuses and / or by fax. See the Call statuses explanation page for details.

5. Call Duration 

This filter can be used to separate specific calls using the time span of each call - total time of call, from dial to hang out. In addition this filter can also shows Unique Callers. For each specific caller you will see total calls from the unique number for the required time period. 

6. Unique Callers

This option aggregate calls data by one number; e.g. if there are 10 calls from one number, this option will summarise them as one.

7. Talk Time

Very similar to Call Duration, but it is actual talk time - from answered to hang out.

8. Tag

Tag - filters separate numbers with specific tags assigned to them.

9. Location

You can see and filter here all locations of the callers.

10. Feature

Custom parameters used for some of types of advanced routing.

11. Sentiment Options

This option is available for users with Scribe Call Sentiment analysis. 
Access to this module may not be configured for you. If you are interested in call sentiment analysis please contact your account manager. Additional charges apply.

12. Custom Filter

Custom filter allows you to extract specific data. That filter will be saved and can be used anytime.

1. Select parameters you want to include; e.g. Last week all abandoned VMN calls.

2. Add a name and 'Save' it.

3. Filter automatically applies to the data and it can be a) disabled / enabled when required or b) deleted if no longer needed.

When creating new custom filters make sure previous custom filters options are reset, otherwise they will apply together to the call log data.

Bulk Call Log Downloads

Call log data can be downloaded in an Excel or CSV format. The export function obeys the field and filters selections detailed above. Set the fields and filter selections to include the relevant data, up to a total of 10,000 records, and then use the Excel or CSV buttons to download to download the data.

Screenshot showing the Excel and CSV buttons
The Excel and CSV in the page header

For clients with large datasets where the 10,000 record limit is restrictive, AVANSER provides APIs and Webhooks. See the AVANSER API Services Quick Reference Summary for details on the APIs for extracting existing data, or the Integrations: Webhooks section for transferring call data as calls complete.

Bulk Call Recording Downloads

Audio recordings can be downloaded in bulk for storage elsewhere if required. The Bulk Download Audio button will be shown when recordings are available for download for the period defined in the filter. If no audio recordings are available during the selected period, no button will be shown. When the button is clicked the system will take up to 60 seconds to build the download file and provide the download to the web browser.

Call log header showing bulk download button
The Bulk Audio Download button and recording retention period in the page header

Call recordings are stored for 90 days, or a longer period if this is contracted. The page header shows the applicable storage period for the current account.

There is a limit on the size of the bulk download option. If too many records are returned for the period selected by the filter, a message will be displayed as below. Restricted the date range or tracking numbers shown to allow the download.

Too many files to download message

The bulk download feature is intended for small to medium clients. For clients with hundreds or thousands of recorded calls in a week, AVANSER provides APIs that allow call log and recording access. See the AVANSER API Services Quick Reference Summary for details on the API usage.

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