From recent calls section, if you click on any call, the call window will expand to show the details below:


  1. Date, start time & end time of call.

  2. Call Duration.

  3. Answered time of the call.

  4. Time spent in queue.

  5. Call result: (whether call is answered, busy, cancel, transfer, failed, time out or lose race).

  6. Hangup by: (whether the was hung up by the agent or the customer).

  7. Call recording; Ability to listen to the call. 

  8. Queue Name.