CALLER PATHS

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A good feature to add would be the ability to see what path the caller took before reaching me. First of all would let me see how effective the current set-up is, second it would allow me to know what department I'm supposed to be (we all wear many hats around here)
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Customer Service

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Posted 2 years ago

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Kim, Alum

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You can see the path by going to Call Logs > enter the number of the caller > select Show > then hit Details.

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Customer Service

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My point was to be able to see how the caller reached your extension, or which language they selected in the first menu to begin with. These should be available not only in your admin call log, but directly on the interface you use (ring central for mac, for example). Also, I would like to be able to test the efficiency of my multi-level IVR, see where callers are getting stuck, etc.

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