Identify where the call originated from using a call tree
N
Nate Williams
When a call tree transfers a caller, there is no visibility through insights or calls page of who called the main number since the caller ID gets transferred to the team. This is beneficial when you use one centralized number for a marketing campaign but can't tell how many have called. The data is in the ticket thread but we need that information available to find.
M
Madelyn Johnson
Merged in a post:
Ability to look at the path a call takes
T
Todd Hansnicki
I would like a way to look at how a call has moved through the platform to its conclusion. I have had several unrelated calls coming to a private group that doesn't appear to be in any other call queues, and I'd like the ability to see how that call ended up in this group. Being able to trace the path it took would be extremely helpful, especially as we have 150+ teams and 50+ call trees.
R
Ryan Garner
This also would be beneficial when transferring from a branch to a centralized tech support team.