Webhooks are used to allow web applications to communicate with one another. When an event occurs in CTM or if an event occurs in a customer’s application (bidirectional) the Webhook can trigger the event to send the data in near real-time to the other application. The data is typically exchanged between applications using JSON files.
How to program additional data points to an activity that will report in CTM and in Google Analytics. You can program data points to report in CTM and in Google Analytics for offline tracking sources and tracking numbers. These data points include: Source Medium Keyword Content Campaign Id Campaign Device Other Desktops Mobile devices with
Salesforce Monitor Setup Salesforce monitors allow a monitor to run every hour to query for objects that have changed within the last hour. For each object that has changed, matches the given query criteria, and is associated with a call, text, or form a Trigger will be executed. To set up a Salesforce Monitor go
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
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