Call Flow

The call Flow can provide valuable information about your calls in CallTrackingMetrics, including how a call routed, which agents the call rang to, and which triggers ran. 

To find the call Flow:

  1. Navigate to Activities > Calls
  2. Click on Edit to open the call Screenshot 2023-10-02 at 11.03.00 AM.png
  3. Click on Flow                                                                                                      Screenshot 2023-10-02 at 11.03.10 AM.png
  4. Click on Debug Flow Screenshot 2023-10-12 at 2.38.57 PM.png
    • In the above example, the caller was routed to the Test Call Queue and was routed to agent The call routed to the agent's receiving number for 3 seconds. It also shows the status for that agent. 

In a call Flow, you will also be able to see which triggers ran and which did not. If a trigger runs, it will show running under the trigger name and lightning bolt icon in the Flow. If it does not run, it will show no matching rules in the Flow. In this example, you will see that the Missed Call - Apply Tag trigger ran and the Agent Assignment trigger did not, as there were no matching rules. 

Screenshot 2023-10-02 at 11.57.11 AM.png


You can also click on Agent Logs in the Flow, which will take you to the Agent Reporting for the agent who answered the call. 

Screenshot 2023-10-11 at 4.44.27 PM.png

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If the contact panel is updated, the Flow will show the agent who made the change, along with the information that was updated. 

Screenshot 2023-10-13 at 3.23.48 PM.png

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