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Call Event Log & Event Nomenclature

The Call Event Log in Taalk Connect provides detailed, time-stamped records of all call activity — including agent assignments, call pickups, and routing attempts. This helps supervisors troubleshoot call routing, monitor agent responsiveness, and audit system behavior.

 

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🔠 Event Nomenclature

Each entry in the log represents a specific event in the call lifecycle. Here’s a breakdown of key terms:

Event Type

Description

New Call

A new inbound call has entered the system.

Assign

The call was assigned to an agent (based on routing rules).

Blaster

The call is ringing on one or more eligible agents’ soft phones.

Pick Up

The agent clicked to answer the call.

Picked

The system confirms the agent has connected to the caller.

Missed

The blaster event timed out (no agent picked up).

Call Ends

The call has ended (either party disconnected).

Call

An outbound call was placed.

 

🔁 How Blaster & Pickup Work

Blaster

  • “Blaster” is the event where the system initiates ringing to agents.

  • It supports two routing modes:

    • Round Robin: The system rings one or a few agents based on rotation and priority.

    • True Blast: The system rings all eligible agents simultaneously.

  • A single Blaster event may include multiple agents, listed comma-separated in the Agent column.

  • Once a Blaster is triggered, agents have 10 seconds (default) to answer before the system considers it missed and initiates the next round.


Pick Up & Picked

  • When an agent clicks the ‘Pick Up’ button, a Pick Up event is logged.

  • Once the system connects the agent with the caller, it logs a Picked event.

Missed

  • If no agent picks up within the 10-second timeout, a Missed event is logged.

  • The system automatically triggers a new Blaster with a different agent set.

Call Ends

  • The call terminates either by the agent or the caller. The system logs a Call Ends event.

🔂 Multiple Blaster Events Per Call

Each call may have multiple Blaster rounds if no agent answers initially. This is designed for high availability routing:

  • First Blaster → No pickup → Missed

  • Second Blaster → Picked → Call proceeds

Agents are selected per round based on current routing rules and real-time availability.

🧠 Practical Use

Supervisors can use the log to:

  • Identify which agents are slow to pick up

  • Spot high-miss patterns and adjust routing logic

  • Confirm routing fairness and agent workload distribution

  • Reconstruct full call lifecycle for compliance reviews

📤 Exporting Logs

Click the “Download Records” button to export up to 293 records for deeper analysis in Excel or internal tools.

For any help interpreting your event logs or modifying routing behavior (e.g., adjusting Blaster timeout), contact support@taalk.ai.