Live Call Logs - working with downloaded data

If you'd like to use babelforce raw calls data for your reporting, you need to follow these steps:

1. Download the call logs
2. Understand the parent/child call logic
3. Filter the data in the downloaded CSV file

1. Download the call logs

To download raw data from your babelforce account go to

Reporting > Live Call Logs

and use the download button in the upper right corner. Your data will be downloaded as a CSV file.

Your CSV file will include all calls covered by the chosen filters. How to find there the information you need?

2. Understand the parent/child call logic

In babelforce, you can find details of specific calls or even part of the calls using the right parameters that indicate the information you're looking for, or as we call it, parent and child calls.

You can find detailed information about parent/child calls topics in our Help Center, but the simplified version would look like this:

1. inbound calls to your hotline consist of a parent call (calls reaching your hotline) and child calls (the system trying to connect the call to agents)

2. outbound calls via babelConnect consist of a parent call from the agent device and the child call to the end user.

3. outbound calls via browser phone, outbound dialer, or transfer consist of a parent call only (but they have different parameters).

Below you can see a matrix of parent/child calls with their parameters:

This matrix will help us filter out the information from the downloaded call logs. 

3. Filter the data in the downloaded CSV file

When downloaded our CSV looks like this:

To get precise data, you'll need to set up the right filters. What does it mean? You need to enable filtering in your sheet, in the MS version it'd look like this:

Once you have that you need to select your filters in the top row. This is just the basic selection allowing you to see the calls that match the chosen filters.

Below you'll find examples of the most common setups:

1. Number of inbound calls: type = inbound

1a. Number of connected inbound calls: type = inbound, agentName ≠ null

1b. Number of inbound calls abandoned before queue: type = inbound, queue = null

1c. Number of inbound calls missed in queue: type = inbound, queue ≠ null, agentName = null

1d. Average talk time of inbound calls: type = outbound, agentName ≠ null, calculate average duration 

2. Number of manual outbound calls: type = outbound, source = API, domain = internal

2a. Number of connected manual outbound calls: type = outbound, source = API, domain = external, duration > 0

3. Number of outbound dialer calls: type = outbound, source = dialer

4. Number of calls transferred to other agents: type = outbound, source = transfer

...and more! Once you understand the basics, you can build more complex reporting based on this data (for example create pivot tables with inbound traffic per hour, see which agents take most of the calls, etc.).