The Call Logs section allows agents and admins to track, filter, and access details of all WhatsApp calls handled via the Helpdesk. This helps monitor performance, follow up with customers, and analyze support efficiency.
1. Accessing Call Logs
Log in to your Bik dashboard.
Navigate to Call Logs from the Helpdesk submenu.
The table will display all calls associated with your WhatsApp channel.
2. Call Logs Table Overview
Column | Description |
Customer Phone No. | Phone number of the customer involved in the call. |
Customer Name | Name of the customer (if available). |
Agent Name | Agent handling the call. |
Call Type | Type of call: Incoming or Outgoing. |
Call Status | Status of the call: Completed, Missed, Declined, Disconnected, Unanswered. |
Duration | Length of the call (e.g., 2 min 19 sec). |
Ticket ID | The Helpdesk ticket linked to this call. Clicking it opens the respective ticket. |
Date | Date and time when the call occurred. |
3. Searching Call Logs
Use the search bar to find calls by:
Customer Phone Number
Customer Name
4. Filtering Options:
a) Date Filter
Pick a custom date range to view calls within a specific period.
b) Call Type
All (default)
Incoming
Outgoing
c) Call Status
All (default)
Completed
Missed
Declined
Disconnected
Unanswered
d) Agent / Team Filter
Teams: Select from available teams.
Staff/Agents: Select individual agents from the list.
Includes a search box to quickly find a specific team or agent.
5. Pagination
Call Logs are paginated for easier navigation.
Use Next / Previous buttons or select the page number to view older or newer entries.
Key Actions
Click on Ticket ID: Opens the corresponding Helpdesk ticket for reference.
Apply Filters: Narrow down call logs by type, status, agent/team, or date.
Search Customer: Quickly locate call history for a specific customer using their phone number or name.
FAQs:
1. Can I filter calls by both agent and call status?
Yes, multiple filters (Agent/Team, Call Type, Call Status, Date) can be applied simultaneously.
For further assistance or to raise feature requests related to call logs, please contact [email protected]