View & Manage Fieldworker Call Logs & Recordings
Field-service teams that record, index, and review outbound & inbound calls make faster decisions, resolve disputes sooner, and train staff more effectively. OctopusPro’s Call Log panel lets admin users drill into every call a fieldworker makes—from caller ID and timestamp to playable audio files—directly inside the worker’s profile.
What Is the Call Log?
A Call Log is a chronological ledger that stores the caller, callee, date/time, talk-time, and (where enabled) an MP3/WAV recording plus transcript for every phone interaction initiated or received via the OctopusPro mobile app. This data feeds your reporting dashboards, quality-assurance reviews, and incident investigations.
Benefits at a Glance
- Operational analytics – Measure average call duration, talk-to-travel ratios, and missed-call volume to optimise staffing.
- Quality assurance & training – Real calls provide real coaching material, proven to accelerate onboarding by up to 50 %.
- Dispute resolution – Playback “who-said-what” moments to settle billing or service complaints quickly.
- Regulatory compliance – Maintain GDPR / privacy evidence with full audit trails.
Accessing a Fieldworker’s Call Log (Admin Portal)
| Step | Action |
|---|---|
| 1 | Sidebar ► Fieldworkers. The roster of active and inactive staff appears. |
| 2 | Click ⋯ Actions ► View Profile beside the desired worker. |
| 3 | Inside the profile, select the Activity tab. |
| 4 | Expand the Call Log accordion on the right-hand panel. |
Each row immediately displays Caller, Callee, Duration, Date/Time, and a Play/Download icon if recording is available.
Tip: Use the Search box or calendar Filter to narrow results to a date range or specific phone number. Export the current view as CSV for deeper analytics, mirroring export functions in RingCentral and Twilio.
Interpreting the Columns
| Column | Meaning | Typical Use |
| Caller | Always the fieldworker’s registered name | Verify which user placed the call |
| Callee | Customer or supplier name pulled from Contacts | Confirm correct party was reached |
| Duration | Talk-time in minutes : seconds | Monitor KPI targets (e.g., keep dispatch calls under 2 min) |
| Date/Time | Local timestamp (business timezone) | Cross-reference with booking timeline |
| Recording | Audio file length & actions (▶ Play / ⬇ Download) | QA reviews, compliance evidence |
Example Use-Cases
| Scenario | How the Call Log Helps |
| Missed Access Code | Play the recorded conversation to prove the client never supplied the building PIN before a lock-out fee dispute. |
| Staff Coaching | Supervisors select top 5 longest calls each week for feedback sessions, a tactic endorsed by service industry benchmarks. |
| Payroll Validation | Compare total talk-time vs. billable hours to detect misuse of company phones. |
| GDPR Subject Access Request | Export and redact specific recordings within 30 days to comply with EU data rights. |
Compliance & Privacy Checklist
- Consent notification – Play an IVR disclaimer (“This call may be recorded…”) or obtain written consent in contracts. Non-compliance can trigger fines up to AU $10 M.
- Retention policy – RingCentral and many regulators recommend 12 months maximum for routine recordings.
- Archive & purge: Enable auto-delete after your statutory retention window to reduce storage costs and liability. You can automate the deletion of old recordings from Settings > Communications > Automations.
- Secure storage – Restrict playback rights to authorised roles only.
Frequently Asked Questions
Q : Can fieldworkers see or delete their own recordings?
A : No. Only Admins and Managers with the Call Log – View permission can access recordings; delete rights are restricted to Super-Admins.
Q : Does OctopusPro support external VoIP integrations?
A : Yes—SIP extensions from providers such as RingCentral or Twilio can sync CDRs (Call Detail Records) into the same log.
Q : How large are the audio files?
A : A five-minute call encoded at 16 kHz / 16-bit PCM is ≈ 4 MB; longer calls are automatically compressed to manage storage.
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