Logs

What is call logging, and how to get the most out of it?

Call logging refers to the process of automatically or manually capturing information about each phone interaction. This includes start and end times, duration, agent ID, call outcomes, and caller identification. When structured correctly, call logging can help contact centres identify common issues, monitor performance metrics, and improve service quality.

By using AI-enabled contact centre tools, logs can be analysed in real time to highlight actionable insights and improve overall customer experience.

What is call logging software?

Call logging software automates the process of collecting, organising, and analysing call data. It provides teams with dashboards, search filters, and reporting tools that make the data easier to review and act upon.

This software is often integrated with CRM systems so customer service agents can view the history of customer interactions. It can also work alongside omni-channel platforms to log incoming calls, outgoing calls, and other customer-related activities.

What are the types of call logging reports?

Call logging software can generate several types of reports:

• Call volume reports: show the number of inbound calls and outbound calls handled within a period of time.
• Agent performance reports: track agent efficiency, average call handle time, and the quality of service delivered.
• Call outcome reports: categorise phone calls based on resolution status, customer issues, or respective issue types.
• Peak time reports: identify periods with active calls to support workforce optimisation and plan agent schedules.
• Interaction summary reports: provide a detailed record of individual calls, including caller area codes, call-related details, and activity details.

These logs support contact centre performance analysis and advanced insight for long-term business strategy.

What are the benefits of call logging software?

Call logging systems benefit agents, managers, and sales teams alike. They enhance daily operations and support AI-powered agent support by delivering real-time suggestions based on past interactions. For agents, logs serve as essential details that reduce response time and assist in dispute resolution. For business managers, it supports accurate call centre reporting and performance monitoring.

Benefits include:

• Better management of average handling time and agent performance delivery.
• Easier coaching call centre agents using actual calls and customer call scenarios.
• Ability to generate comprehensive insights from customer call logs and make data-driven decisions.
• Simplified reporting using centre analytics software solutions and centralised call log software.

Sectors such as retail, higher education, government and healthcare use these tools for a consistent, high-quality customer experience.

How to get call logs?

Accessing call logs involves several practical steps, depending on the tools and systems in place:

1. Use cloud-based systems: Most contact centres today rely on cloud software that automatically logs details of incoming and outgoing calls, including caller phone, call durations, and resolution status.
2. View through dashboards: Logs can be monitored in real time using dashboards that provide a central location for viewing performance metrics and communication details.
3. Export for analytics: Logs are often exported in spreadsheets or fed into central analytics software solutions to support advanced reporting and accurate call centre reporting.
4. Integrate communication tools: Microsoft Teams Integration helps teams manage phone call history, SMS, and chat data all from a single, centralised location.
5. Retrieve for compliance: In many industries, logs must be retrieved to meet regulatory requirements, audit requests, or legal documentation processes.
6. Support planning efforts: Logs also assist in customer retention and business strategy by tracking customer calls, common issues, and phone call records across a defined period of time.
7. Use CRM systems: Many contact centres use logs in tandem with customer relationship management systems to maintain an accurate record of customer experience and client calls.

This structured approach allows teams to make informed decisions and improve operational efficiency while keeping service provider standards in check.

7 strategies on using phone call logs to predict customer behaviour

Phone logs reveal patterns that help predict future actions and assist with customer relationship management.

1. Track call frequency: Frequent client calls often point to unresolved customer issues or delivery issues.
2. Analyse call durations: a mix of short and long calls can indicate varying resolution levels and agent performance gaps.
3. Check resolution time: Fast resolutions often reflect improved customer service; delays may need attention.
4. Spot peak hours: Identify the best time to manage staffing and business phone plan usage.
5. Monitor repeat calls: recurring telephone calls may show gaps in service or communication details.
6. Categorise call outcomes: sorting calls supports analytics for forecasting call trends and common solutions.
7. Review missed calls: missed or abandoned calls highlight gaps in team performance and operational efficiency.

Such strategies are helpful in sectors like business process outsourcers (BPOs) and housing, where centre logs guide improvements in contact centre performance.

Logs in specialised sectors

Logs are a critical tool across sectors:

• Not-for-profit services rely on accurate record keeping for tracking assistance history and managing contact centre software systems.
• In healthcare, logs manage client call records and payment data with secure payments.
• In education, detailed logs help with caller ID extension, coaching, and capturing communication details.
• Accessibility tools help display employees’ tasks and ensure everyone can interact with call-related details in the system.

Final thoughts

Logs are a valuable resource for improving customer service and streamlining business operations. They provide the foundation for predictive analytics, advanced call reporting, and data-driven decisions. With consistent use, teams can monitor call-related details, enhance contact centre performance, and track key performance indicators. Logs also help in maintaining compliance and driving customer satisfaction across various touchpoints and departments.

To explore logging features, request a demo and discover how accurate logs can transform your centre’s performance.