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Also extensive filtering can be used to narrow down the list of calls.
Timeline
Timeline can be found in Service calls, at the bottom of Call details. This view gives an insight on what happened during the call.
For example:
the service queues involved
IVR selections done
prompts played
allocations
declines or answers
and more.
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Technical event log
Alternatively, the timeline can be displayed as technical event log. This gives the same information as timeline but in a more technical format. This was previously the only option before timeline was introduced.
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