Call Log & History: View, Manage and 30-day FREE Trial!

In this era of digital customer engagement, call history are crucial across industries. They offer a wealth of information that enables businesses to enhance customer experiences, boost agent performance, and drive overall success.

What are call logs?

Call log refers to the call history about calls over Yeastar phone system. They typically include details such as the date and time of the call, the phone numbers involved, and the duration of each call.

Call history are records of past phone activity. They let users review and analyze their call history, keep track of important calls, and monitor overall communication patterns.

Information that You Can Log

In Yeastar call logging feature, you can view a comprehensive set of information related to incoming, outgoing, and missed calls. And we display call history both for personal calls and queue calls. Some of the key details that you can typically find include:

Caller ID and Time

Source Trunk

Call Processing Status

Duration of Call

Communication Type: Internal/Outbound/Inbound

Benefits of Yeastar Call Logs

Search and Find Call History Quickly

Eliminates the need to scroll through long lists when searching for incoming calls from specific customers. Instead, users can easily search for personal call records or the call history of a particular queue agent. Filtering options, like processing results, source trunk, caller name, and other criteria, make it easy to find the records you want.

Enhance Customer Service

Call logs provide detailed information about all customer interactions, enabling managers to monitor and analyze customer interactions more effectively. By reviewing past calls, managers can gain insights into customer preferences, recurring issues, and call trends. This allows them to better understand customer needs and agent performance, leading to improvements that enhance the overall customer experience.

View Insightful Call Trends

Reviewing call logs allows businesses to identify peak call times, manage call volume efficiently, and allocate resources accordingly. This ensures smooth call handling and reduces the chances of missed or dropped calls.

Meet Compliance Standards

Meeting industry regulations and legal requirements related to call recordings is crucial for businesses. Yeastar Call Logs help organizations fulfill these obligations by providing a comprehensive record of all inbound and outbound calls. These records can be utilized for compliance audits or legal purposes if necessary.

Resolving Disputes

In situations where disputes or misunderstandings arise, call logs serve as an objective source of information. By referring to call logs, businesses can verify conversation details and resolve conflicts based on factual evidence. This proactive approach can help in avoiding potential legal issues.

Control Your Cost

Call logging is beneficial for those with a fixed phone usage budget. By viewing historical data, you can monitor call volume. This information allows you to make informed decisions about whether you need more or fewer phone lines, phone numbers, extensions, or additional features like on-hold music. Call logging enables effective management of resources and helps optimize your phone system based on usage patterns.

How to manage call logs with Yeastar?

Role-based Access Control

Call logs and recorded information from the call history can be accessed through Linkus Clients (Web and Desktop). However, different roles have varying access permissions to call logs.

For Administrators

Administrators have full access to all call history data. However, administrators from different offices or departments may only have access to relevant call records within their area. Additionally, administrators can set up viewing permissions for specific agents to access queue call logs
on Linkus Clients.

For Users/Agents

Agents can access their personal call history records. To view queue call logs, agents need to be granted appropriate permissions by the administrator. The viewing range can include all calls, incoming calls, and missed calls.

Manage Your Call Logs

Personal Call History

You can efficiently filter call logs by selecting a communication type (incoming, outgoing, or missed calls) from the drop-down list. With just one click, you can initiate a chat or call with the selected number directly from the same interface, enhancing your call handling efficiency.

To delete a call log, you have two options: you can either select specific logs to be cleared or use the “Clear All” button to remove all call records. However, please be aware that deleting your personal call logs will remove them from both Linkus Web and Desktop Clients.

Queue Call History

As an agent of a call queue with authorized access to view the queue’s call logs, you can conveniently check and manage those logs on your Linkus Client.

Similar to managing personal call history, you can filter or search for specific call logging within the queue. You can also initiate a call with the caller directly from the interface and delete outdated call records.

Additionally, agents have the ability to change the processing status of a missed queue call to “Dealt,” “Dealing,” or “Not Deal.” These status changes are visible to authorized agents and help in smooth team collaboration.

Practical Use Cases of Call History

Tracking Agent Performance

Yeastar call log offer valuable information, such as caller ID and call duration. This allows supervisors to evaluate the performance, workload, and efficiency of individual agents or specific queues. This data serves as a basis for performance evaluation, task allocation, employee training, and overall call center efficiency enhancement.

Improve Queue Handover and Collaboration

With the new “Queue Call Logs” tab, queue members can use a dropdown list to indicate the status of each missed call (not dealt, dealt, or dealing). This action records the time and person who made a mark. It helps team members see the information. It also makes call handover between agents easier.

Missed Call Disposition

Yeastar’s call log module supports filtering of missed calls and displays the available status of customers. Agents can easily initiate a callback with just one click, making it faster to handle missed calls and promptly resolve customer issues.

Enhance Customer Service Proficiency

By providing call log record files, Yeastar enables timely reviews of call details to improve the work proficiency of customer service personnel. Additionally, leveraging call history allows businesses to understand specific customer needs and make data-driven decisions, ultimately enhancing the overall customer experience and satisfaction.

Agents anwering calls after interactive voice response route the caller to the agent

Call Logs – Common FAQs

Can I view the call logs on my mobile phones?

On mobile phones like Android and iPhone, you can access a basic call history that includes both incoming and outgoing calls. This allows you to conveniently view your personal call records whenever and wherever you need them. It’s important to note that the information and features available on mobile phones may not be as extensive as those offered by the Desktop Client or Web Client.

How to allow agents to view queue call history?

Yeastar P-Series Phone System enables users to access call history for both individuals and queues. The system administrator can set up agent viewing permission on Linkus web and desktop cliens. And the setting it’s super easy as we provide a detailed step-by-step instruction: Appliance Edition | Software Edition | Cloud Edition.

Can I see the call details of my call logs?

The short answer is yes. To access call details beyond the basic call logs, Yeastar offers the Call Detail Record (CDR) feature. The CDR is a comprehensive data record that provides more information than just call logs. It includes details such as the destination number and also features auto-recording files, allowing you to review the entire call process.

With Yeastar CDR, you can store up to 1,000,000 logs, ensuring that every call in the call center is recorded for easy access and continuous improvement. This feature provides a more comprehensive view of your call history and enables you to analyze calls in detail.

Learn more about the CDR feature.

Why Are Call Logs Important?

Call logs play a crucial role in offering an overall picture of an organization’s real-time communication status. They hold immense value, especially for busy call centers, as managers can analyze call volume trends through the call history. This enables them to allocate resources effectively and maintain high levels of efficiency in customer service operations.

Additionally, evaluating how customer calls are handled can be used as a criterion for setting priorities. This not only helps reduce costs but also improves performance and enhances customer service delivery.

Related Features

Complete Communications Solution

Available both in the cloud and on-premises, Yeastar P-Series Phone System unites calls, video, omnichannel messaging, integrations and more in one simple system for your seamless communications anywhere.

Learn More

Get started with 30-day free trial

Create your Yeastar phone system in minutes & see what all-in-one communications can do for your business today.

Get Started

Call Logs/Call History