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Contact Center Plan


12 Articles

Chat Widgets

CallTrackingMetrics offers click to call forms (called FormReactor) that are easily embedded on your website that allow you to immediately connect to new form leads.

Exit Phone Tracking

The exit phone tracking feature allows you to see logs of different events or adverse agent behaviors.   The exit phone tracking enhancements is a helpful feature when the company’s policies are setup to not allow the agent to ignore phone calls when the softphone is ringing  → Some agents will click “exit” button in order

Quick Link Filters

The quick links filters allows you to set up some custom filters and replace the default filter of Calls and Texts When in desk mode you have access to default filters “Voice & Text” but now you have options to change the filter links By using the Teams setting you can manage the quick link

Enabling Operator Mode in Queues

Call queues work when you need to route to multiple agents, have those agents on different schedule, or want to automatically assign an agent to the call.

Agent Reminder Setup

Call queues work when you need to route to multiple agents, have those agents on different schedule, or want to automatically assign an agent to the call.

Contact Lists

Contact lists allow you to create and maintain lists of contacts within your CallTrackingMetrics account.  Lists can be used to quickly add recipients for bulk text messaging, and can be automatically updated using triggers.  When intelligently routing calls with a smart router, you can use lists to create unique routes for members of a specific

Integrating CallTrackingMetrics with Mailchimp

The CallTrackingMetrics integration with Mailchimp allows you to use trigger rules to add and remove contacts from your mailing lists in Mailchimp. When your Mailchimp and CTM accounts have been linked, you can also set up field mapping between your CTM call log and your Mailchimp lists. The Mailchimp integration is not available on all

Sending and Receiving Text Messages

If you have text-enabled numbers in your account, you can send and receive text messages (SMS and MMS) through your text log.  This article will cover sending or replying to single text messages (messages with a single recipient).  For more information about bulk text messaging, see the full article here. Text messages are broken into

Short Codes

An SMS short code is a five or six-digit phone number that is used by businesses to enroll consumers in SMS programs and send coupons, offers, promotions, and other messages via SMS. Sometimes they are known as as a CSC, which stands for “Common Short Code”.  Our customers can now purchase Dedicated short codes for



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