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Live Feed: Activity Overview, Direct Calls, Queue Calls and SMS Logs

  • Updated

The Live Feed Activity section of the CloudCallO1 Workspace contains the following tabs:

  • Today's Overview

  • Direct Call Logs

  • Queue Call Logs

  • SMS Logs

When you click Live Feed from the left-hand navigation menu, the Today's Overview tab appears by default.

Live Feed - Activity Nav.png

Today's Overview

In the Today's Overview tab, you'll find real-time insights into the day's communication activity.

 

Live Calls Feed

If no calls are currently in progress, you'll see "No Live calls to show yet!" 

If there is a live call, the following details appear:

  • Team Member: Name and CloudCall ID of the person receiving the call. For example, "Lauren Mathews" is being called.

  • Wait Time: How long the caller has waited for an answer. For example, "2 min and 34 seconds." 

  • Caller: The number the caller dialed from. For example, "(603) 440-3220."

Activity - Live Call Screenshot.png

  • Desk Phone Calls: A visual indicator for desk phone calls appears in the Live Feed, ensuring Supervisors can track calls answered on their desk phones. (More on Integrated Devices)

BYOD Workspace Live Feed ArrowRelease 15.png

Call & Message Trends

To the right of the Live Calls feed, you can view Call Trends for the day. Use the dropdown menu to filter call activity by:

  • Past 30 minutes

  • Past Hour

  • Past 4 Hours

  • Entire Day (default)

You can also filter by Teams to focus on specific groups of users. By default, the data includes all users in your CloudCall account.

Once you apply your filters, the following data populates:

  • Calls: Total Calls, Outbound, Inbound Connected, and Inbound Missed.

  • Average Call Times: Average Inbound Time and Average Outbound Time.

  • Call Activity Over Time: A graph showing Outbound, Inbound, and Inbound-Missed calls by hour. Hover over the bars for detailed stats.

  • Messages: Total Messages, Sent, Received, and Failed.

Call Logs

The Call Logs in the CloudCall Workspace and mobile app distinguish between Direct Calls (one-to-one) and Queue Calls (routed through a call queue). This helps you quickly assess which calls require immediate attention and ensures no critical inquiries are delayed.

 

Direct Call Logs

Direct Call Logs show in/outbound calls between staff and contacts.

Activity - Direct Call Logs.png

 

Item
 		Description
Type Inbound or Outbound
Status Missed or Completed
Agent Name The CloudCall username of the staff member who handled the call
Team The team the staff member is assigned to (if applicable); "NA" if not assigned to a team
Number (DDI) The unique phone number assigned to the agent (Direct Dial-In)
Contact Number The phone number of the caller
Contact Name The caller’s name (from caller ID, CloudCall database, or CRM sync)
Length Duration of the call
Call Recording Indicates whether a recording is available (if enabled in settings)
Date and Time Date (MM/DD/YY) and time (12-hour format)
Actions Options include Download Recording, Copy Link to Recording, or View Call Details

 

Queue Call Logs

Queue Call Logs provide detailed visibility into how calls routed through queues are managed.

  • Voicemail to Group Email: Admins and supervisors can specify an email address (individual or group) for a queue. Voicemails left on the queue number are sent as a transcription and audio file attachment. Admins can set this up for individual or group emails. 
  • Ring All Assignments: When all team members in a queue are called simultaneously, the system assigns the call to the person who answers, ensuring accountability.
  • Missed Calls Tracking: Missed queue calls are recorded with details about when and why the call went unanswered, ensuring clear reporting and actionability.

Activity - Call Queue Logs.png

Item

Description
Type Inbound or Outbound
Status Missed, Completed
Agent Name The staff member who handled the call
Team The team the staff member is assigned to (if applicable); "NA" if not assigned to a team
Number (DDI) The unique phone number assigned to the agent (Direct Dial-In)
Contact Number The phone number of the caller
Contact Name The caller’s name (from caller ID, CloudCall database, or CRM sync)
Length Duration of the call
Call Recording Indicates whether a recording is available (if enabled in settings)
Date and Time The date and time of the call or voicemail
Actions Options include Download Recording, Copy Link to Recording, or View Call Details

 

SMS Logs

The SMS Logs tab provides a straightforward way to monitor and manage text messaging activity between agents and contacts. This tab is invaluable for teams that rely on SMS to communicate quickly and effectively with clients or prospects.

Activity - SMS Logs.png

Item

Description
Agent Name The staff member who sent the text message
Team The team the agent is assigned to (if applicable)
Number (DDI) The agent’s unique phone number
Contact Number The recipient’s phone number
Contact Name The recipient’s name
Date The date the message was sent
Actions

View SMS Details, which displays a transcript of the SMS conversation
 

See Also

📑Making and Receiving Calls

 

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