To find the logs:
- When you're logged into AutoConvert, select 'Logs, then 'Call' from the left-hand menu
- You'll be able to:
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- Filter and download the information you need
- Listen to calls in the 'Recording' column
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If you can't find your internal (agent-to-agent) call in the logs, check that it wasn't an outgoing or incoming call to begin with.
The call logs will help indicate the direction of a call:
- Inbound
- Outbound
- Agent-to-agent
A call is only classed as 'agent-to-agent' if it began as one. For example, the call was made to an agent from the ‘Make call’ option in the Call Centre.
If your call began as an outgoing or incoming call that was on hold to talk to another agent, it will still show as an outgoing or incoming call in the logs.