Understanding and Analyzing Calls in VideoEngager Reports: Call End Reasons, Filtering, and Search Guide

The 'CALLS' view provides insights into how video calls were initiated and terminated within the VideoEngager platform. One of the key components of this view is the "Reason" column, which explains how the call ended and who initiated the termination.

Quick interpretation

Use the CALLS list columns: From, To, and Reason.

• From = who the call started from (initiator).
• To = who received the call (recipient).

How to read the Reason column:

• If the Reason starts with “Caller …” → it refers to the From side.
• If the Reason starts with “Callee …” → it refers to the To side.

What the end reasons mean:

• Hangup = that side intentionally clicked End / Hang up.
• Closed Window = that side’s session ended (closed the interaction UI, closed tab/browser, refreshed/navigated away, crash, device sleep, network/VPN drop).

Example:
“Caller Closed the Window” → the From side ended/lost the session first.

Important:
Don’t assume the initiator is always the visitor. If you need to confirm who is Agent vs Visitor, click INFO and check Caller Type / Callee Type (user vs visitor).
 

Interpreting the Call End Reasons

Based on these factors (who initiated the end and how it ended), we now have four possible outcomes:

Example Analysis

Let’s analyze an example from the report:

• From column: Agent
• To column: Visitor
• Reason: Callee Closed the Window

Interpretation

• Caller (From column) → Agent
• Callee (To column) → Visitor
• Call End Reason: Callee Closed the Window
• Conclusion: The visitor (callee) lost the session either due to a network disconnection or because they closed their browser window.

How to Select Date and Time for Call Reports

The Date/Time Filter in VideoEngager Reports allows users to define a specific time range for analyzing call data.

Using Preset Date Ranges

The left panel of the date selector offers quick preset options:

• Today
• Yesterday
• Last 7 Days
• Last 30 Days
• Last 90 Days
• This Month
• Last Month
• This Week
• Last Week

💡 Tip: If investigating a recent issue, select a shorter time frame for quicker results.

How to Search and Filter Calls in VideoEngager Reports

Step 1: Search and Filter Calls

Once the call data is loaded, supervisors can refine results using the search option.

• Call ID – A unique identifier assigned to each call.
• Visitor ID – A unique identifier for each visitor.
• Agent Email – Filters calls handled by a specific agent.

💡 Tip: Use partial matches when searching by email if unsure of the full address. Example: searching “john@” returns all calls related to agents with emails starting with “john@”.

Step 2: Analyze Filtered Call Results

Once the filters are applied:

• Review the From (Caller) and To (Callee) columns to understand the call participants.
• Check the Reason column to see how the call ended.
• Verify the Call Start Time and Duration to assess call engagement.