Call Journey
  • 28 Sep 2023
  • 1 Minute to read
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Call Journey

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Article Summary

Call Journey is a record of every action, a call takes from the moment it accesses the Dialpad software to the moment it ends. You’ll be able to see how each call entered Dialpad, and how it routed to different groups or individuals over the call’s lifetime.

It provides insight into missed calls and helps minimize them, ensuring your customers consistently reach a representative and are routed to the right person. Call Journey can also uncover opportunities to improve your system configuration, setting up your customers — and business — for success.

Let's take a look at how to use Call Journey. 

Who can use this feature

Call Journey is available to all Dialpad Ai VoiceAi Sales, and Contact Center customers on the Pro and Enterprise plans.

Using call journey

Let's take a closer look at how you can access Call Journey in Dialpad.


First, navigate to Call History in your Dialpad web portal.

Then, click on the options menu (those are the three vertical dots to the right of a call) for any call and select Call Journey.

The Call Journey window will display how this call entered your Dialpad system, call events that take place, routing steps while in the system, and ultimately how the call ended.

Some of these events and routing steps include:

  • Navigating through an Interactive Voice Response (IVR) menu
  • Being transferred to another person, department, or Contact Center
  • Being routed by geographic router or other automated systems
  • Being sent to voicemail
  • Calls being parked
  • Calls being rung/missed/connected/answered
  • … and more!

Definitions

When looking at Call Journeys, you'll notice the following common terms. 

TermDefinition 
New CallsWhen a call transfers to a new user or group (Contact Center or Department).
This includes manual transfers, IVR transfers, and other routing methods. 
Call BacksTwo separate calls linked with the same number. The first call is typically when a customer calls a Contact Center and requests a callback. The second call is when the Contact Center agent called the customer back.
In the Call Journey window, you'll see the link between the two calls. 



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