You can filter the call logs based on:

  • Date Range
  • Call Status
  • Call Flow Type

To filter the call logs, follow the below steps:

  1. On the left pane, click Conversational Logs.
  2. On the Conversational Logs page, click Filter on the top-right.
  3. On the Filter window, select a date range from the Date Period field. You can also click the Today or Last 7 Days options.
  4. Select a call flow type from the Flow Type drop-down list:
    1. Deflected to Voice
    2. Deflection
    3. Deflected to Chat
    4. Handoff to Digital Form
    5. Handoff to Live Agent
  5. Select the call status from the Status drop-down list:
    1. Drop-off
    2. In Progress
    3. Fulfilled
  6. Click Apply.