Extended Call Details: SMS
- 23 May 2024
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Extended Call Details: SMS
- Updated on 23 May 2024
- 3 Minutes to read
- Print
- DarkLight
- PDF
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Who should read this article: Administrators, Supervisors
The Extended Call Details page for SMS interactions displays interaction metadata, events, and an interaction transcript.
Introduction
Voiso maintains a detailed record of every interaction handled by your contact center. You can browse, search, and filter the Call Detail Records (CDRs) using the Call Detail Records page from the Reporting menu. The list of interactions includes high-level information for each interaction. To view the details for any interaction, click the link to it to open the Extended Call Details page for the interaction.
The Extended Call Details page for SMS interactions is divided into three sections:
Header
The Header section of the Extended Call Details page includes a link to the page, the total number of related SMS, and navigation buttons.
Link
To copy the extended call details URL to your computer clipboard, click the copy button ( 1 in the screenshot above). The UUID , a unique identification value assigned to the Call Detail Record in your contact center database, is included in the URL.
Total interactions
The total interactions tally ( 2 in the screenshot above) tells you how many interactions are related to the current interaction. Interactions of the same type are related when the contact and agent are the same.
Navigation
To scroll from one related interaction to the next, click the “ <” and “ >” buttons ( 3 in the screenshot above) to navigate to earlier and later interactions. If there are no related interactions, the buttons are unavailable.
Metadata
The metadata section provides primary details and core interaction properties.
Primary details
The primary call details area ( 1 in the screenshot above) includes the names, phone numbers, or Sender IDs of the participants, and the date and time the message was sent.
Interaction details
The interaction details area ( 2 in the screenshot above) can include some or all of the following information about the interaction:
Information | Description |
|---|---|
Start time | The date and time that the interaction started. |
Sender ID | The Sender ID used to send the SMS. |
Destination | The Dialed Number Identification Service (DNIS) associated with a call (the called number), or the name of the SMS receiver. |
Agent / Supervisor | The last agent or supervisor to handle the interaction. |
Disposition | Voiso assigns a Disposition code to every interaction to specify whether it was successfully completed, and if not, why not. For more information, refer to Disposition codes. |
Type | For SMS interactions, the type of message is Outbound SMS |
Related Call | A link to the related voice interaction if the SMS was sent during an active call. |
Template | The template used for the message. |
Message transcript
The Message section of the Extended Call Details page provides the body of the SMS messages related to the interaction.
The Message section includes the message with a timestamp (1 on the screenshot); the identity of the sending agent (2 on the screenshot); sent, delivered, read, and send failure indicator (3 on the screenshot); and the message body (4 on the screenshot).
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