Inbound call timeline

The Operata Call timeline pulls together the end-to-end timeline of a call:

  • Inbound call - from the point the call Connects to your Amazon Connect instance to the point the call ends (whether answered by an agent or not).
  • Outbound call - from the point the agent makes an outbound call to the point it ends.

The graphical timeline shows the different call stages and the time taken between them.

Displaying a Call Timeline

To view the call Timeline, navigate to the GET THE DETAILS dashboard, use the filters to find the call and then select the + icon when hovering over the callContactId.

Inbound Call Timeline

A typical inbound call's Call Timeline looks as below:

Selecting each of the sections expands the detail (it's worthwhile disabling auto-refresh while you do this).

First Segment

The first part (Green Line) represents the contact flow.

We don't detail all the contact steps in the timeline, this data is available in both the the data payload (select > at the start of the call detail) and our API.

What we do show is:

  • The time the call was connected to the system
  • The time the call was initiated to the contact flow (should be the same)
  • The time the call entered the queue (Enqueued)
  • The time the call was waiting for acceptance (Incoming)

The second part (Red) shows the point where the call left the Queue (Dequeued) and was delivered to the agent (from the contact flow perspective)

Second Segment

The next part (red line) represents the agent signalling events: this is what happened between Enqueue and Dequeued, and whether there were any lengthy signalling delays or missed call events.

  • The time the incoming event occurred
  • The time taken for the soft phone to enter a connected state
  • The time taken for the agent to accept the inbound call (in this case it was 0.489s)
  • The time taken for the call to be connected (in this case it was 2.064s)

Third Segment

The final part (purple line) represents the agent events: this is any major event that occurred during the call (like muted, unmuted, hold, error) and, who disconnected the call (Agent or Caller).

Outbound call timeline

A typical outbound call Call Timeline looks as below.

Selecting each of the sections expands the detail (again, it's worthwhile disabling auto-refresh while you do this).

First Segment

The first part (Red line) represents the agent signalling events, from the point the agent requested an outbound call to the point where the outbound call was delivered to them (in effect, an outbound call is shown as incoming to the agent).

Second Segment

The second part (green line) represents the Contact Trace Record events for the outbound call.

Third Segment

The final part (purple line) represents the agent events: this is any major event that occurred during the call (like muted, unmuted, hold, error) and, who disconnected the call (Agent or Caller).

Missed Call timeline

If the agent missed the call and the call was then abandoned, you will see a contact ID with no agent details. If you filter on that contact ID, you will see the timeline and view which agent(s) missed the call.

If the call was eventually answered by another agent, the call timeline will show a missed call event in the timeline before it was eventually connected to an agent. In this case, it will have an agent name associated to the Contact.

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