Calls

ServiceLine makes it easy to track and listen to all incoming phone calls. As part of your job scheduling, we recommend you record lost calls as well as booked calls.

Call Listing

To view a list of your calls:

1. Click on the ServiceLine logo in the upper-left corner of the page to navigate to the home page.
2. Click on "Calls" in the menu at the top of the page.
3. A paginated list of your calls will be displayed.

Each call has a unique identifier, called the call number, and is the first column displayed. You can click this or the call's primary contact to view details about that call.

If a call can be matched to a customer based on their phone number, the customer's primary contact will be displayed in the "Customer" column, otherwise the formatted incoming phone number will be displayed.

Filtering and Searching

Searching and filtering your calls is very simple.

Filtering

Use the filter form in the left panel to filter your calls. You can filter across the following call facets:

• Start and End Date (exact)
• Campaign (exact)
• Call Result (exact)
• Call Reason (exact)
• Agent (exact)

Searching

If you need to perform a quick search, use the "Search Calls" form at the top of the ca;; listing. This will search all of your calls across the following fields:

• Call Number (exact)
• Inbound Phone Number (exact)
• Answer Phone Number (exact)
• Notes (fuzzy, case-sensitive)
• Customer Primary Contact (fuzzy, case-insensitive)

Exporting

You can export a list of calls using the "Export to Excel" button in the upper-right corner of the call list. The export will include all calls in the current view, which takes search and filter results into account.

For example, if you searched for all calls recorded in a specific date range, you could export the resulting list to Excel by clicking the "Export to Excel" button.

Call Details

Click on any call to view the call details:

The left hand panel will show details about the call, such as the customer, agent, campaign, call reason, and call result.

By default, the panel on the right will show you any jobs recorded under that call (in general, there is only one job per call).

Details Tab

The "Details" tab allows you to update details about the call. You can update the Call Reason, Call Result, Campaign, Inbound & Answer Phone Numbers as well as add Notes, if necessary. Click the "Save Call" button to save your changes.

*Note: The "Inbound Phone Number" field refers to the phone number the customer called in with. The "Answer Phone Number" field refers to the phone number they called. The "Notes" field mirrors any notes entered in the work scheduler.