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Contact Center Plan


12 Articles

Programming Additional Data to an Activity for Google Analytics and CTM

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 Monitors

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

Bulk Text Messages

You can use your text-enabled tracking numbers to send bulk text messages through the CTM system. This is an easy way to quickly send a text message to a list of your customers.

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  a list 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 a lists to create unique routes for members of a



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