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In this guide, we’ll introduce you to Phonely’s powerful call history and analytics features that help you manage, analyze, and optimize your call outcomes for better operational efficiency and customer satisfaction. The Call History and Analytics serves as a vital tool for managing and analyzing your calls. Understanding these features can enhance your ability to filter, analyze, and optimize call outcomes, improving both operational efficiency and customer satisfaction.
Leverage Phonely’s call history features to gain real-time insights and improve call management.

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Key Features

  1. Comprehensive Call Logging: Every call is logged with detailed information including phone numbers, topics, sentiments, and outcomes
  2. Advanced Filtering: Display only the calls relevant to your needs, such as those tagged for product support or specific outcomes
  3. Detailed Call Analysis: Access conversation summaries, caller details, and call statistics
  4. Call Path Insights: Understand how conversations flow and where they end for better routing optimization
  5. Recording Playback: Listen to call recordings with adjustable speed and quality controls

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How to Use

1

Access Call History

Navigate to the Call History page from your Phonely Dashboard to view all logged calls.
2

Apply Filters

Use the filtering options to display only calls relevant to your analysis needs.
3

Review Call Details

Click on individual calls to view conversation summaries, caller details, and key statistics.
4

Analyze Call Paths

Review how conversations flow and identify where calls are ending to optimize your prompts.
5

Play Recordings

Listen to call recordings, adjust playback speed, and download recordings as needed.

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Overview

Every call in Phonely is logged with comprehensive details such as phone numbers, topics, sentiments, and outcomes. These details allow you to filter and view only the relevant calls, focusing on specific aspects like product support or customer inquiries.

Filtering Capabilities

Use filters to display only the calls relevant to your needs, such as those tagged for product support or other specific outcomes.

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Analyzing Call Details

The call history page provides a detailed view, including conversation summaries, caller details, and call statistics. This section also allows playback of call recordings and adjustment of playback features such as speed and quality.

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Call Path Insights

Call paths show how conversations flow and where they end, offering insights into call routing and customer interaction outcomes.

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Example Use Cases

  • Appointment Scheduling
  • Lead Qualification
Use call paths to track how effectively appointment scheduling calls are processed and identify areas for improvement.

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Best Practices

  • Use filtering to focus on relevant calls - Apply appropriate filters to narrow down your analysis
  • Regularly analyze call paths - Identify and address bottlenecks in your conversation flows
  • Adjust call prompts based on data insights - Use analytics to improve customer satisfaction
  • Review recordings for quality assurance - Listen to calls to identify improvement opportunities

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Conclusion

Phonely’s call history and analytics features provide essential insights to optimize call management and customer interaction. By effectively using these tools, you can enhance your call handling processes, ensure better outcomes, and drive customer satisfaction.

Call Routing Guide

Learn about setting up effective call routing.