Preparing For Account Launch

It is important to test your account before going live with CallTrackingMetrics. This will allow you the ability to make any necessary adjustments to your configurations before they become a customer-facing issue. 

Dialing the CallTrackingMetrics tracking number(s) is a good start, but our experts have put together the following checklist to help validate your workflows and configurations to assure your account is optimized and ready to perform.

First, you will want to validate your customer-facing call flow by dialing your tracking number(s) and check for the following:

• If using a Voice Menu, verify that all keypresses lead to the proper destination
• Verify that you are hearing the prompts, messaging, and/or hold music that you want your callers to experience.
• If using a Queue, is the wait time acceptable for the No Answer Routing to handle the call?
  • Did the No Answer Routing lead to the proper destination?
  • If the No Answer Routing leads to a voicemail, were you able to leave a message?

Next, you will want to validate the agent experience with the following checklist items. Agents may either answer calls inside of the CTM Softphone or on an outside phone number or device. Please confirm the method each agent will use and check for the following:

• Do you see the activity log data you need to perform all necessary actions inside of CallTrackingMetrics?
• If answering calls with the CTM softphone, have all agents verify the following:
  • Can you access the softphone and make yourself available for calls?
  • Are you receiving inbound activity notifications during test calls?
  • Is there a good, clear connection between yourself and the caller?
  • Are you seeing the correct panel or script when the call starts?
  • Do you have access to all of the phone features you need to perform, such as transfer to an agent, queue, voice menu, or phone number
  • If you are dispositioning or scoring calls through standard or custom fields, are the fields present and selectable?
  • If using a wrap-up panel, is the correct panel presented to you when the call ends?
  • Are you receiving any necessary email notifications for missed calls, if applicable?
  • If you require call recordings, do you see the Call Recordings for both inbound and outbound calls within the activity log?
• If answering calls outside of the CTM softphone, have all agents verify the following:
  • Does the call ring to your number or device?
  • Is there a good, clear connection between yourself and the caller?
  • Are you receiving any necessary email notifications for missed calls, if applicable?
  • If you require call recordings, do you see the Call Recordings for inbound calls to your tracking numbers?

If you intend to send and receive text messages with your tracking numbers, you may find it useful to set up additional workflows or filters to streamline your processes. Please confirm the following:

• Verify that you have access to Activities >> Texts in your account
• Verify that any numbers requiring text capability are enabled in Numbers >> Text Numbers
• Are you able to view and reply to text messages from the activity log?
• If you are using message responses, do they populate when you type “/” into the text field?
• Do you require any additional workflows such as an email notification or integration with a chat widget to better manage inbound text messages?

Finally, you will want to review the administrative configurations within the account during and after test calls. Please validate the following within the CTM Platform:

• Do you have access to all of the data you require in the activity log?
• Can you filter information in the activity log?
• Can you run and schedule any reports you require?
• Can you edit the applicable call flows (Queues, Voice Menus, Smart Routers, and so on) that you are using within your account?
• As an administrator, can you perform the following:
  • Live Listen to in-progress calls
  • Listen to audio recordings from completed calls
  • Coach an agent or barge an in-progress call (available for Connect, Sales Engage, and Enterprise plans only)