01-31-2019 11:31 AM - edited 08-05-2022 01:19 PM
If you route your phone calls to many different call centers using lookup tables , you can choose to have this routing data reflected in your Basic Knowledge: Invoca reports. This is useful if you want to see additional information in reporting — such as which local branch received your phone call — that is not captured directly from your customer's browser session (as detailed in Basic Knowledge: Capturing Marketing Data with Invoca).
For example, if you route your phone calls to different local branches based on the caller’s ZIP code, Invoca only captures the ZIP code, not the location that ends up receiving the phone call. However, we can also use your lookup tables to associate those ZIP codes with the name or location of each of those local branches. You can then view the call data for each of your local branches in your Invoca reports.
Did you know you can use lookup tables for dynamic phone call routing as well? To get started, or if you want to know more, see How to route your phone calls to many different call centers using lookup tables.
Also, if you use more than one lookup table in your call routing, we recommend only following these instructions once, and associating marketing data with only one of your tables. This is to keep your records clear and avoid overwriting any marketing data values by accident.
Follow our guide to create a custom Marketing Data field, then repeat this process for each reporting field you want to associate with your lookup table advanced routing. If you have enough Category-type fields available in your account, select the type: Category. Otherwise, select Short Text.
That’s it! Now your Invoca account will associate every phone call that’s routed through your lookup table with the Marketing Data value you added to your spreadsheet. Whenever you access your Invoca reports, you’ll see your new Marketing Data field included, making it easy to sort and filter your reports based on the criteria — such as location — that you chose!
• How to route your phone calls to many different call centers using lookup tables
• Basic Knowledge: Capturing Marketing Data with Invoca
• Basic Knowledge: Invoca reports