Call Log
The Call Log in Desque provides a complete history of all inbound and outbound phone activity connected to your helpdesk. This feature is essential for teams that manage voice-based support alongside tickets, allowing you to review past calls, measure call volumes, and identify trends in customer interactions. By maintaining detailed records of every call, your team can cross-reference conversations with tickets, confirm response times, and analyze customer engagement. Similar to Zendesk’s call center integrations, the Call Log in Desque ensures that voice communication is fully integrated into your support workflow.
Viewing the Call Log
When you access the Call Log, you’ll see a list of recent calls, including important details such as date and time, caller number, destination number, call duration, and status. Additional columns show the caller or agent involved, the hangup source, and the call direction (inbound or outbound). This table view provides complete transparency into every interaction, including calls that were completed, missed, or failed. The search bar makes it easy to filter calls by number or keyword, while the print option lets you export logs for reporting or compliance purposes. This centralized visibility helps ensure no customer interaction is overlooked.
Understanding Call Status and Metrics
Each call in the log is assigned a status, such as Completed, No Answer, Busy, or Failed. These statuses help support teams quickly identify which interactions were successful and which may require follow-up. For example, a “No Answer” entry might prompt an agent to reach out by email, while a “Failed” call could signal a technical issue. At the bottom of the page, call metrics summarize overall activity, including total calls, total duration, average call length, and a breakdown of statuses. These metrics provide valuable insight into your team’s workload and can highlight areas where efficiency can be improved.
Agent Call Metrics
In addition to overall call metrics, Desque provides agent-specific statistics in the Agent Call Metrics panel. This section tracks how many calls each agent has answered, missed, or placed, offering a clear view of individual performance. Managers can filter these metrics by day, week, or month to analyze trends over time and identify patterns in responsiveness. This data is useful for balancing workloads, measuring adherence to service-level agreements, and recognizing top-performing team members. Similar to Zendesk’s call center analytics, these tools allow supervisors to make data-driven decisions to strengthen the team’s effectiveness.
Using Call Logs in Ticket Management
The Call Log is more than just a record—it is directly tied into ticketing workflows. Many calls automatically generate or link to support tickets, ensuring that each customer conversation is documented for future reference. Notes associated with each call provide additional context, such as integration details from the telephony system. By linking calls with tickets, your team can see the full history of a customer’s interactions, whether they began with a phone call, email, or chat. This unified view helps agents provide consistent support and ensures that no detail is lost between communication channels.
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