A WorkLink Company Administrator has access to Call Data in the WorkLink CMS. There are a couple different ways this information can be viewed:

 

Company Level

To view the history of Remote Assistance call session data for the entire organization, go to Calls in the left-hand navigation menu. This page will display:

• Data and time of calls
• Call duration
• Name of caller and receiver
• Images and Recordings of session
• User's feedback

You are also able to filter your search using the following parameters: ID, Participant Name, Date Range, and User Feedback. Clicking on. the user's name in the From and To columns will take you to the user's profile.

 

Call Session Details

To view the details of a specific WorkLink Call, click on a specific Call ID. This will take you to the specific call.

 

This view will provide the following information:

• Call Session ID
• From - The name of the Technician (ie. The user who initiated the call).
• To - The name of the Expert (ie. The user who received the call).
• Device Details - Hover over the device icon to see the device that was used for the call
• Date - This shows the date and time of the call.
• Duration - The time spent on the call.
• Images / Recordings - The number of recordings (if any) taken on the call.
• Feedback - This shows the users' satisfaction feedback icon.

A WorkLink Company Administrator will also be able to Delete the call session data if they wish.

 

Device Details

When viewing device details in call sessions, it is worth mentioning that for Apple devices the device model that is reported is Apple's internal device mode (e.g. iPhone 13,4)  which is not the same as the commercial name (e.g. iPhone 12 Pro Max).

This is something that we will fix in the future, but in the meantime you can use easily lookup the actual commercial name for the Apple device by searching the internet or using a website like this: https://everymac.com/ultimate-mac-lookup/ 

 

User Level

A WorkLink Company Administrator can also go directly to a user's profile to view Calling Session data.

 

1. Select Users from the left-hand navigation and search for the user you are looking for and select their name.

 

2. Here you will see the user's recent call history. Click on a specific Call Session ID for details on a specific call. The information shown includes:

• Date - This shows the date and time of the call.
• Duration - The time spent on the call.
• From - The name of the Technician (ie. The user who initiated the call).
• To - The name of the Expert (ie. The user who received the call).
• Images - The number of screenshots (if any) taken on the call.
• Recordings - The number of recordings (if any) taken on the call.
• Feedback - This shows the users' satisfaction feedback icon.