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
Call Journey is available to all Dialpad Connect, Dialpad Sell, and Dialpad Support customers on Pro and Enterprise plans.
Using Call Journey
The Call Journey shows how the call entered your Dialpad system, and there are 2 ways you can access your Call Journey.
From the Conversation History
To access the Call Journey from your Conversation History, go to your Dialpad Admin portal
Select Conversation History
Navigate to any call
Select Options (that's the 3 vertical dots)
Select Call Journey
From the in-app Call summary
To view the Call Journey from the Call Summary within the Dialpad App:
Go to the conversation
In the Call summary, select More actions > Show call journey
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A pop-up will open showing the call events that took place, the routing steps, 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 the 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.
Term | Definition |
|---|---|
New Calls | When a call transfers to a new user or group (Contact Center or Department). |
Call Backs | Two 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. |