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Dispatch

The call offer log

The Call Offer Log lists every call a dispatcher sent to an engineer: who it was offered to, what happened and why, with the reasons and notes, a timeline for each call and a CSV export.

Last updated 19 days ago

The Call Offer Log is the record of every call a dispatcher sent to an engineer with Send a call: who sent it, who it was offered to, how each offer ended, the reason an engineer gave for declining and the note they wrote. Administrators and service desk managers read it. It exists so that follow-up with a person starts from what happened.

Before you start. You need the Administrator or Service Desk Manager role. Other dispatch roles can send calls and see neutral states on the board, but they cannot open the log, because the reasons and notes are for the people who manage the team. The page is under Call Offer Log in the sidebar; its address is /call-routing/log.

Find calls

The page opens on the last seven days. Use the filters, then select Show calls:

FilterWhat it matches
From and ToThe days the call was sent, in UTC.
OutcomeAny, Accepted, Came back to dispatch, Canceled, Still being offered, Someone declined, Someone did not answer in time or A card never reached someone. The last three match a call in which at least one offer ended that way, even when a later person accepted.
EngineerThe HaloPSA agent number of a person the call was offered to.
DispatcherThe name of the person who sent it.
Decline reasonThe code of a reason, for example on-another-call.
ClientPart of the client's name.
VIPVIP clients only, or everyone else.
White-label partnerPart of the partner's name.

Reset puts the filters back to the last seven days. Newer and Older move between pages.

Read a call

Each row shows when the call was sent (UTC), who sent it, the client with a VIP mark and via a partner when there is one, what the engineer needed, the outcome, how many people it was offered to and how many seconds it took to be accepted. The outcome reads Accepted by Name, Came back to dispatch, Canceled or Being offered. Note outstanding means an engineer still owes a note for the call.

Select Timeline to open the call's story, oldest first: who sent it and how, each offer with the person's rank and the sentence that put them there, when the card was shown and on which screen, any chat, each answer with its reason and note, a transfer marked by the dispatcher, and how the call ended.

Export

Export CSV downloads one row for each offer in the calls the filters match, up to 5,000 calls, in a file named for the dates you chose. It carries the request, the dispatcher, the client, the engineer and their rank, when the offer was made and shown, the outcome, the response time, the reason, the note, whether a note was required or is outstanding, the number of chat lines and how the whole call ended. Text a person typed is protected so that a spreadsheet does not run it as a formula.

What is kept, and for how long

Calls and offers are kept for 400 days, and chat lines for 90 days, then removed. Reasons and notes are visible only to the roles above and to the dispatcher who sent the call. The declined, timed-out and never-shown counts and the decline reasons in Agent detail and profiles follow the same rule. See Call routing settings for the notes your organization requires. The offers also appear as counts and rates on each person's Agent Detail page.

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