Viewing Call Duration & Talk Time

Whenever a call is made with VanillaSoft's VoIP system, the software tracks the amount of time Callers spend on each Contact. There are two ways that calls are tracked:

  • Duration - Calculated from the time a Contact routes to the Caller until the time the Contact is resulted.  The time is stamped in Call History at the same time the contact is resulted.
  • Talk Time - Calculated in the VoIP portal from when the contact's phone or voicemail picks up until when the call ends.

Note: If a Contact routes to a Caller but is not resulted, then no duration is recorded. If a call is placed but hangs up before the Contact's phone or voicemail picks up, then no talk time is recorded.

 

Jump to a specific area of this article by selecting one of the sections here:

 

How to View Duration as an Admin

  1. Log in to VanillaSoft as an Admin.
    Login.jpg
  2. Select the desired Project.
    Project.jpg
  3. Under Contacts & Reports, click on Search Contacts.
    how_to_edit_a_contact_1.3.png
  4. Type in the search criteria for the Contact you wish to view, then click Search.
    searchadmin2.png
  5. Select the desired Contact by clicking on Open Contact.
    searchadmin3.png
  6. Click on the Call History tab to view the Duration (calculated in seconds).
    duration.png

 

How to View Duration as a Caller

  1. Log in to VanillaSoft as a Caller.
    Login.jpg
  2. Type in the search criteria for the Contact you wish to view, then click the Search button.
    quickcaller.png
  3. Select the desired Contact by clicking on Open Contact.
    contactcaller1.png
  4. Click on the Call History tab to view the Duration.
    durationcaller.png

 

How to View Talk Time as an Admin

  1. Log in to VanillaSoft as an Admin.
    Login.jpg
  2. Select the desired Project.
    Project.jpg
  3. Under Contacts & Reports, click on Search Contacts.
    how_to_edit_a_contact_1.3.png
  4. Type in the search criteria for the Contact you wish to view, then click Search.
    searchadmin2.png
  5. Select the desired Contact by clicking on Open Contact.
    searchadmin3.png
  6. Click the Call History tab to view the Talk Time (calculated in seconds).
    talktime.png

 

How to View Talk Time as a Caller

  1. Log in to VanillaSoft as a Caller.
    Login.jpg
  2. Type in the search criteria for the Contact you wish to view, then click the Search button.
    quickcaller.png
  3. Select the desired Contact by clicking on Open Contact.
    contactcaller1.png
  4. Click on the Call History tab to view the Talk Time.
    talkcaller.png

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