Calls are a lot like road trips — they all have a destination. But before reaching that destination, you’re sure to make a few stops … or occasionally take a wrong turn. It might be helpful to have a tool that keeps track of your roadmap, identifying pain points you’ll want to avoid on future trips.
That’s Call Journey. It’s a record of every stop, action, and turn a call takes from the moment it accesses the Dialpad software to the moment it ends. As the user, 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.
Why Call Journey?
Call Journey can provide insight into missed calls and help minimize them, ensuring your customers consistently reach a representative and are routed to the right person. It can also uncover opportunities to improve call routing and your system configuration, setting up your customers — and business — for success.
Using Call Journey
Let's take a closer look at how you can access Call Journey in Dialpad.
First, navigate to your 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 call 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!