Introduction
The CMS call trace reports provides rich search criteria to produce call traces detailing a customers journey, for analyzing call handling for complaints, identifying process improvements, or routing anomalies.
CMS Call History uses data from the ‘external Call History Interface'. ECHI must be enabled. Contact your system administrator for more information.
Call records are store for 13 months in VSM Cloud.
Uses
The CMS Call Trace report can be used to:
View a customers call experience
Analyse call handling complaints
- Identify process improvement options
- Identify routing anomalies in routing rules
- Compliance with company policy for 'agent release'
- Identify caller ID for abandoned calls during queuing or on hold
Example
CMS Call Trace report example coming soon