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When the PCI Demo App became active, the Call Recording was automatically stopped. Though not shown here, recording automatically became active again as soon as the PCI Demo App was closed.
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Call
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Steps
Introduction to Call JourneySteps
Call journey Steps are a sequence of actions or events that occur during the lifecycle of a phone call. These steps provide insights into various stages of the call process, including call initiation, routing, agent assignment, and termination. Understanding call journey is crucial for optimizing call handling processes, enhancing customer experiences, and ensuring efficient utilization of resources.
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Call journey is pivotal in understanding the flow and progression of a call within a telecommunications system. In this article, we'll delve into the intricacies of call journey, their representation, and their implications.
How to Set Up Call Journey Steps in CyReport
Accessing Reports Section: To begin setting up the call journey in CyReport, navigate to the "Reports" section. If initiating a new report, opt for the "Create New Report" feature. If modifying an existing report, select the specific report you intend to work on.
Entering Report Editing Mode: If you're adjusting an existing report, proceed by clicking on "Edit Design" to access the report editing mode.
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Selecting Call Steps Option: In the search bar type "call steps”, in the “Queue” tab click on "Call Steps".
Proceed by clicking the dropdown next to the “add" button situated at the bottom right corner of the box. Choose the "add in details" option to ensure that the selected components are displayed sequentially within the report.
Features of Call journeySteps
Entry Point Identification: Call journey allow users to identify the entry point of a call, providing clarity on how the call originated and entered the system.
Recording Initiation: Call journey indicate when call recording begins, enabling organizations to capture and analyze conversations for quality assurance, compliance, and training purposes.
Queue Routing: Call journey track the movement of calls through different queues, facilitating efficient routing based on predefined criteria such as department, skillset, or priority.
Agent Assignment: Call journey highlight the assignment of calls to specific agents, ensuring timely response and optimal utilization of available resources.
Call Duration Tracking: Call journey include timers that track the duration of each stage of the call, providing insights into call handling efficiency and agent performance.
Color Coding: The color coding in the interface serves as a visual cue for differentiating various aspects of the system. Green indicates actions related to recording functionality, while gray pertains to queue selection, and purple signifies activities involving agents. This subtle yet effective distinction facilitates easy identification and tracking of changes at different stages, enhancing user experience and comprehension.
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Example Scenario: Understanding Call journey Steps for an inbound call
Let's illustrate the concept of call journey using a hypothetical scenario:
Call Initiation: A customer initiates a call to a customer service hotline.
Auto Attendant Interaction: The call enters the automated attendant system (Demo AA), where the customer is prompted to select an option (e.g., press 1 for sales, press 2 for support).
Queue Assignment: Based on the customer's selection, the call is routed to the appropriate queue (e.g., Demo sales queue).
Agent Assignment: An available agent (e.g., Robert Williams) is assigned to handle the call.
Call Recording: As soon as the call begins, CyRecord captures the conversation, ensuring a record of the interaction.
Call Handling: Robert Williams engages with the customer, addressing their inquiries or concerns.
Call Termination: After resolving the customer's issue, the call is concluded, and call recording ceases.
Significance of Call journeySteps
Call journey provide a comprehensive overview of call handling processes, enabling organizations to:
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