Manage Queue Call Logs (Manager)

Requirements

Prerequisites

System administrator has granted you the viewing and deleting permission of queue call logs.

Manage queue call logs on Linkus Web / Desktop Client

1. Log in to Linkus Web / Desktop Client, go to Call Logs > Queue Call Logs.
2. Optional: At the top of the list, filter the desired call logs.

   

3. Manage the queue call logs according to your needs.

   Operation	Instruction
   Change the processing status of a missed queue call	If you decide to handle a missed queue call, or you have handled it, you can change the processing status of the missed queue call. Click the processing status beside the call log. In the drop-down list, select the desired one. The processing status is changed; All the authorized agents can see the change, and check the operation record by hovering mouse over the processing status.
   Place a call to the caller	You can directly place a call from a call log via the following methods: Double click the desired call log. Click beside the call log.
   Check and edit call notes	You can check or edit call notes for a call in the corresponding call log. Click beside the desired call log. In the call note panel, edit the information as needed, then click Save.
   Check or edit call transcription	You can check or edit call transcription for a call. Click beside the desired queue call log with icon. In the pop-up window, check or edit the Summary and Transcript as needed. Note: Whether a summary can be automatically generated and displayed depends on the system administrator's configurations on the PBX server. To edit the summary, click in the Summary section. After editing, click Save in the top-right corner. To copy the content of summary, click in the Summary section. To search the content of transcript, click in the Transcript section. To download the summary or transcript, click and select the desired file type. Click OK to close the pop-up window.
   Send call follow-up email	You can send details of the call to specified email addresses for follow-up. Click beside the desired call log. The Linkus client will launch the specified email client and create a new message containing the call details. Edit the email as needed, then send the email.
   Delete queue call logs	You can delete queue call log via the following methods: To delete a single call log, click beside the call log. To bulk delete call logs, select the checkboxes of the desired call logs, then click Delete.

Manage queue call logs on Linkus Mobile Client

Requirements

Make sure that the version of your Linkus Mobile Client meets the following requirements:

• Linkus iOS Client: Version 5.18.15 or later
• Linkus Android Client: Version 5.18.12 or later

Procedure

1. Log in to Linkus Mobile Client, go to Calls > Call Logs.
2. At the top-left corner, select a desired type.

   

3. Manage the queue call logs according to your needs.

   Operation	Instruction
   Check the details of queue call logs	You can conveniently check the source of the queue call logs, as well as the processing status of missed queue calls. Tap beside the desired queue call log. Check the details of the call log. Source: The queue the call came from. Processing Status: The processing status of a missed queue call.
   Change the processing status of a missed queue call	If you decide to handle a missed queue call, or you have handled it, you can change the processing status of the missed queue call. Tap beside the desired queue call log. Tap the processing status beside the call log details. Select the desired processing status. The processing status is changed; All the authorized agents can see the change and check the operation record.
   Place a call to the caller	You can directly place a call from a call log by tapping the call log.
   Check and edit call notes	You can check or edit the call notes for a call in the corresponding call log. Tap beside the desired call log. In the details page, tap beside the call note. In the call note panel, check and edit the information as needed, then tap Save.
   Check or edit call transcription	You can check or edit call transcription for a call. Note: Whether a summary can be automatically generated and displayed depends on the system administrator's configurations on the PBX server. Tap beside the desired queue call log with icon. In the top-right corner of the Summary section, tap . Edit the call summary as needed, then tap Save. Tap Transcript tab. In the top-right corner of the Transcript section, tap to search content as needed.
   Delete incoming queue call logs	You can delete incoming queue call logs via the following methods: To delete a single call log, swipe left on the desired call log, then tap Delete. To bulk delete call logs, do as follows: At the top-right corner, tap Delete. Select the checkboxes of the desired incoming queue call logs. Tap Delete. In the pop-up window, tap OK to confirm your operation.