The call life cycle feature captures each step during an incoming/outgoing call and allows you to view the series of events chronologically. With call lifecycle, you can view a call's entire journey from the time it is answered/dialed until it is completed.
How is call lifecycle useful?
As a supervisor or an admin, you may want to know what happened during a call or understand a caller's experience. With the call life cycle, you get 360-degree insight into each inbound and outbound call in your account:
Call lifecycle lets you:
- Easily get the complete context of a call
- Quickly identify the reasons for missed or ignored calls
- Effectively monitor agent productivity
Here are some examples and use cases where call life cycle can help:
Example 1: Quickly check the cause for missed calls
You are encountering too many missed calls and want to to identify the cause. In this case, you may want to quickly check the events and understand the reason behind the missed calls.
Example 2: Identify agents who ignore calls
Sometimes the reason behind missed calls may be that the agents are ignoring calls. With call lifecycle, you can easily identify the agents who ignore calls and take corrective actions.
Example 3: Validate call charges and call cost
If you have questions on a particular call cost or call charge, you can quickly refer to the call events and validate the charges.
This article gives you details on:
- How to view the call lifecycle?
- What are the call events captured?
- How to read and understand the lifecycle events?
How to view the call lifecycle?
- Log in to your Freshcaller account and click on the Call Metrics tab.
- Tap on a call record for which you want to view the call lifecycle. The Call Details screen opens.
- Click on the Call Lifecycle tab. Here you can see the entire call journey.
- Additionally, you can export the life cycle events as a CSV or Excel file. You will receive the downloaded file on your registered email id.
What are the call events captured?
With call lifecycle, you can never miss a call event. The following table gives you details on the different events that you can see in the call lifecycle:
| Event Name | Description |
|---|---|
| ACW time out at | The time when After Call Work (ACW) status for the agent started. |
| Agent conference initiated at | The time when the agent initiated a conference call with another agent. |
| Agent extension initiated at | The time when the caller pressed an extension number to reach a specific agent. |
| Answered at | The time when an agent answered a call. You can also see the agent who answered the call. |
| Call queue started at | The time when the call entered a call queue. You can also check the call queue's name to which the call was routed. |
| Call transcription started at | The time when the call transcription started. |
| Call transcription ended at | The time when a call transcription ended. |
| Call transcription failed at | The time when a call transcription failed. |
| Callback requested at | The time when a caller placed a request for a callback. |
| Callback initiated at | The time when the callback was initiated to the customer. |
| CSAT initiated at | The time when the agent initiated the Customer Satisfaction (CSAT) survey at the end of a call. |
| CSAT ended at | The time when the Customer Satisfaction (CSAT) survey was completed. |
| Deflection bot (Voicebot) initiated at | The time when the voicebot was initiated. You can also check the voicebot's name to which the call was routed. |
| Deflection bot (Voicebot) responded at | The time when the voicebot responds to a customer's query. |
| Deflection bot (Voicebot) ended at | The time when the voicebot response ends. |
| Entered wait queue | The time when a caller entered the wait queue. |
| Queue full at | The time at which the wait queue was full. |
| Wait Queue timedout at | The time when the maximum wait queue time elapsed for a caller. |
| Exited wait queue | The time when the caller moved out of the wait queue. |
| Call ended at | The time when a call ended. You can also get more details on why and how a call ended. Check out the different call ended events below. |
| Call on hold at | The time when the agent puts the call on hold. |
| Call resumed at | The time when an agent resumed the call after pausing or holding the call. |
| Ignored at | The name of the agent who ignored the call. |
| Ringing Warm Transfer | The time when a transferred call (warm) starts ringing to an agent. You can also check the agent's name to which the warm transfer was initiated. |
| Timedout Warm Tansfer | The time when the warm transfer timed out as the agent did not respond within the set time. |
| Ringing Cold Transfer | The time when a transferred call (cold) starts ringing to an agent. You can also check the agent's name to which the cold transfer was initiated. |
| Timedout Cold Transfer | The time when the cold transfer timed out as the agent did not respond within the set time. |
| IVR initiated at | The time when a call was routed to an IVR flow. You can also check the IVR's name to which the call was routed. |
| IVR input at | The time when a customer provides a keypress option for IVR. |
| IVR fallback initiated at | The time when a call moves to the fallback route within the IVR. |
| Manually recorded at | The time when an agent manually starts recording the call. |
| Recording started at | The time when a call recording started. |
| Recording paused at | The time when a call recording was paused. |
| Recording resumed at | The time when a call recording was resumed. |
| Ringing at | The time when a call starts ringing to any agent. |
| Routing automation initiated at | The time when a call is routed via routing automation. You can also check the routing automation flow's name to which the call was routed. |
| Routing automation ended at | The time when a routing automation call ends. |
| Routing automation responded at | When a call routed via routing automation returns/responds based on the inputs. |
| Speech IVR initiated at | The time when a call is routed to speech-enabled IVR. You can also check the speech IVR's name to which the call was routed. |
| Speech IVR responded at | The time when a speech bot responds to the caller's voice input. |
| Speech IVR ended at | The time when the call ended at speech-enabled IVR flow. |
| Timedout at | The time when an agent did not respond to and call within the set time. |
| Voicemail initiated at | The time when a voicemail was initiated. |
| Voicemail transcription started at | The time when a voicemail transcription started. |
| Voicemail transcription ended at | The time when a voicemail transcription ended. |
| Supervisor changed queue position at | The time when the supervisor moved the position of the call waiting in the queue from the live dashboard. |
| Supervisor picked up at | The time when the supervisor directly attends to a caller waiting in the queue from the live dashboard. |
| Supervisor transferred to agent at | The time when a supervisor assigned a caller waiting in the queue to any available agent from the live dashboard. |
| Supervisor barged at | The time when the supervisor barges into any call from the live dashboard. |
Call ended events
To give you more clarity, the <call ended> event gives you additional details on how and at what point in the call lifecycle the call ended.
The following table gives you details on the different reasons for the call-ending event.
| Call ended <customer name> | Indicates that the customer ended the call. |
| Call ended at <agent ame> | Indicates that the agent ended the call either by manually clicking the End Call button. Also, if a warm transfer was done during the call and the first agent did not resume the call, it will indicate that the agent ended the call. |
| Call ended at System | The system ends a call automatically if:
|
Call ended at unavailable agents | Busy | Indicates that the system automatically ended the call because the call queue is configured to disconnect calls if:
|
Call ended at Wait Queue full | Indicates the system automatically ended the call as the wait queue was configured to end the call when the wait queue is full. |
| Call ended at Queue timed-out | Indicates the system automatically ended the call as the wait queue reached a time out. |
Call ended at Outside business hours | Indicates the system automatically ended the call as the business hour configuration was set to hangup (end call) if the call was received outside business hours. |
Call ended at Within business hours | Indicates the system automatically ended the call as the business hour was configuration was set to hangup (end call) if the call was received during business hours. |
Call ended at Business holiday | Indicates the system automatically ended the call as the business hour was configuration was set to hangup (end call) if the call was received during holidays. |
How to read and understand the lifecycle events?
Reading the call lifecycle events is easy to understand. You will see the event name along with the time of occurrence.
Example: The following screenshot shows the call lifecycle of a simple incoming call.
You can see this call has four important events:
- The account received an incoming call.
- The call entered the Freshcaller Support call queue.
- Since no agent is available to answer the call, the system ended the call automatically (call ended - Unavailable agents).
- The call is closed.
Note: For each call, you will see two call-ended events, where the first event will give you the actual reason. You can find this by looking at the time stamp.
In the above example, you can see two events, where "call ended (unavailable agents)" is the actual reason and "call ended <customer name>" is the additional event.