We are constantly working to improve our platform, and are pleased to announce that the following enhancements will be released next week:
Basic Call Flow Visualizer: We’ve just made it easier to understand your caller’s journey through your phone system. When editing your tracking number settings, you’ll notice a new button in the upper righthand corner for the “Call Routing Visual View.” Clicking this will display your call route in a simplified flowchart format. In this new view, you’ll see every part of that number’s programmed routes at a glance—perfect for troubleshooting, reviewing routes, and visualizing where you’d like to make changes.
Real-Time Agents Live Monitor: With our new Live Monitor tool, you’ll be able to bookmark a specific agent and easily live-listen to their active calls at the click of a button. You’ll find this new tool inside your Real-Time Agents Dashboard. The Live Monitor tool is an easy way to keep track of agents in training or allow junior agents to shadow senior team members.
Add Queues to Calls: You’ll notice a new option in your softphone to add a call queue to an active call. This can be used as an alternative to simply transferring a call to another agent. By adding a queue to the call, the first agent to answer the prompt will be able to join once they’re available. This could be a great way to conference in another team member and introduce them to your caller.
We’re constantly working to improve our product here at CallTrackingMetrics. The following updates should be rolling out next week: Flexible email notifications: Now, email templates offer more tools to customize the details that are displayed to recipients. You can easily exclude any call/activity data, and remove email footer blocks that contain business name or contact information.
CallTrackingMetrics regularly updates features and functionality of its marketing attribution and contact center software. These changes are often driven by customer feedback and help our customers continue to scale with the platform. In our Release Notes video series, we overview on the most pertinent updates and what they mean for your business. This month, we