CallTrackingMetrics Terminology 102
If you’re just getting started with CallTrackingMetrics or looking for some more ways to customize your account, you’ve probably noticed that there are a lot of features available to help you do just that. Our Terminology 101 post covered some of the basics, so in this post we’ll cover some of our more advanced features.
Voice Menu (IVR)
A voice menu is a series of menu options that callers can select with a keypress. In CallTrackingMetrics, you can create menu options that will route callers to a receiving number, an agent, another voice menu, or a call queue. You can set up an automated greeting and menu instructions by typing a text-to-speech message into the Voice Prompt field, uploading your own audio, or recording a new message directly from your phone or your computer’s microphone.
You can also use voice menus to allow callers to leave a message, essentially turning your voice menu into a voice mail box. Listen to all of your voice mail messages directly from your call log, just like any other recorded call. Setting up a voice mail box is as easy as creating a new voice menu, clicking the “Quick Voice Mail Setup” button, entering a voice prompt, and clicking save.
Call queues are available for agency and enterprise accounts and provide advanced routing options that will allow you to fine-tune how incoming calls are handled. If you want a call to ring to groups of people based on schedules or availability, or apply other features like custom hold music to your calls, you’ll want to use a call queue. Within your call queue settings, you can choose which agents will be dialed, set a number of seconds that the phone will ring before passing to the next agent, and set schedules to designate when the queue is available. You can even have a schedule for each individual agent so that the queue will only attempt to reach them during their own individual hours.
Configure your call queue to handle after hours calls or missed calls by routing them to a receiving number, another call queue, or a voice menu. When a call is completed, you can use post-call settings to prompt the agent to score the call and mark whether or not the call converted to a sale.
Geo-routing—currently supported for agency and enterprise accounts in the U.S. and Canada—is a feature that will route incoming calls based on their location. You can use this feature to route customers to the franchise or office closest to them, or use it to include or exclude callers from specific areas.
When creating a geo-router, you can choose whether to route callers by zip code or by area code and set the search radius the router will use when it attempts to route the call. Many calls can be routed “silently” (without prompting the caller), but you can also choose to prompt callers to enter their zip or area codes to ensure accurate routing.
Call transcription is a useful feature that will generate speech-to-text translations of each call that can be accessed from your call log. The system will attempt to break out the conversation by speaker and will transcribe the call as closely as possible; while the transcription won’t always be perfect, it’s a handy way to be able to tell what a call was about without scanning through the audio recording. You can include transcriptions of calls in your notifications and when you export the call log.
Enabling transcriptions on your account will also grant access to our keyword spotting tool. With keyword spotting, you can have the system automatically scan the transcripts of your calls for specific keywords—such as “wrong number,” “sales,” “unhappy,” etc.—and apply a tag to the call. With keywords and tagging in place, you can tell at a glance what the call was about and easily identify the most important calls in your log.
User roles (Agent, Call Manager, Report Manager, and Admin) set basic restrictions for certain users on your account, but sometimes you need more specific control over what your users can see when they log in. Access control groups let you create custom feature access for specific users or groups of users. This can be particularly useful when you have one combined account for multiple clients, as it will let you hide all the information that isn’t relevant to the person logging in.
With access controls, you can restrict users to be able to see only calls from a particular tracking number, receiving number, or tracking source. You can also toggle which columns are visible in the call log, prevent users from being able to exclude or block callers, and control what (if any) fields they can export from the call log.