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Call center metrics terminology

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This content is part of the Essential Guide: A guide to call center metrics

Definition

call logging

WhatIs.com

Call logging (also known as call recording or call monitoring) is the practice of listening to, recording and assessing interactions between call center agents and callers. These practice is used for staff training and development, customer quality control and liability protection.

Contact center applications that use call recording include:

Order verification
Security and safety
Customer service

Contact centers that implement call recording, logging and monitoring often see an increase in productivity, improved AHT (average handle time) and better customer relations.

This was last updated in October 2006

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shaunparker - 9 Aug 2019 5:31 AM

call logging data is usually a text stream which can be provided in a number of different ways including TCP/IP, Serial Cable, direct access to Database, etc. The amount of information output by each telephone system is different.call logging feature is available on enterprise-level-hosted-phone-system.

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