📞 Understanding Call Traits in JotPhone

Call Traits help you quickly identify, organize, and filter calls based on specific call activities or behaviors. These traits appear as tags within each call log entry, making it easier to analyze how calls were handled across your team.

For example, if you want to view all calls that were transferred to another department, you can simply apply the Transfer call trait filter from the Call Logs page.

🏷️ Available Call Traits

Below are the different call traits available in JotPhone and what they represent:

Queue

The Queue trait identifies calls that were placed in a queue before being answered.

This helps teams:

• Monitor queue performance
• Analyze waiting times
• Identify areas for workflow improvement

Forward

The Forward trait identifies calls that were forwarded from one number or user to another.

This trait includes:

• Forwarded From – Indicates the original forwarded call
• Forwarded To – Identifies the destination call after forwarding

Transfer

The Transfer trait identifies calls that were transferred directly to another agent or department without prior consultation (cold transfer).

This helps track:

• Internal call routing
• Calls requiring additional assistance
• Department-level call flow

Merge

The Merge trait identifies calls where an agent first spoke with another agent before transferring the caller (warm transfer or conference-style transfer).

This can help monitor:

• Collaborative call handling
• Conference or assisted calls

IVR

The IVR trait identifies calls handled through an Interactive Voice Response (IVR) system.

This helps you understand:

• Caller navigation paths
• IVR menu usage
• Automated call handling patterns

Callback

The Callback trait identifies calls related to callback requests.

These include:

• Callback Requested – When a caller requests a callback
• Callback Completed – When the callback has been successfully completed

This helps teams efficiently track follow-up activities.

⚙️ How to Use Call Traits

Follow these steps to view and filter calls using Call Traits:

Step 1: Open the Recent Calls Page

Log in to your JotPhone account and click on Recent Calls from the left-side navigation menu.

Step 2: Identify Call Traits

Each call entry will display the relevant Call Trait tags associated with that call.

These tags help you quickly understand the call activity without opening the full call details.

Step 3: Apply Call Trait Filters

Click on the Filter button located in the top-right corner of the Call Logs page.

In the Filters window:

• Select the required Call Traits from the dropdown menu
• Apply the filters to refine your call search results

This allows you to quickly locate calls based on specific call activities or routing behaviors.

✅ Benefits of Using Call Traits

Using Call Traits helps you:

• Analyze call handling workflows
• Track transfers, queues, and callbacks
• Improve customer support operations
• Monitor team performance more effectively
• Quickly locate specific types of calls

💬 Need Assistance?

If you have any questions or need further help, connect with the Support team using the blue chat icon available in the bottom-right corner of your JotPhone dashboard.