Mystery Solved: Call Routing Transparency
Have you ever wondered, “Why did the call get routed there?” or “I wish I could see how that caller navigated through the IVR before the agent answered” or even “Where are callers dropping out of the IVR?” then you’re in luck. We have added a new feature to the Call Detail page called, “Call Activity” and it just may be your new favorite feature. Call Activity displays the IVR path of each call, including even more complex actions like webhook routing, ring groups, etc. Here’s how to access it:
- From a Calls report, find a recorded call and then click the blue “Call Details” icon on the far left
- The default tab is “Analysis” so from there click one icon to the right, “Call Info”
- Scroll down to the new “Call Activity” section on the right and expand the tile
- From there you’ll see the exact path the caller took from the time the call connected to the time it ended including every action and every prompt.
Even better, this feature is now active for all customers. We hope you’ll check it out soon and let us know what you think in the Comments section of this post.
