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Call Journey Report

Written by B3Networks Academy

Updated at July 18th, 2024

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Table of Contents

Report Format

The Call Journey Report offers detailed insights into customer interactions within the Auto Attendant flow. Users can export all call flow details, starting from the caller's initial access to the Auto Attendant and ending when they reach an agent for each transaction.

  • Select Auto Attendant
  • Select a specific flow for which you want to extract the report
  • Go to Call Journey Report tab
  • Select the Date range for which you want to extract the report
    • Date Range to filter the report =< 100 days
  • Click on Download CSV
  • The report will be downloaded in a CSV format

Report Format

The downloaded report will be in a CSV format.

Column Name Description
Transaction UUID Transaction UUID of that particular transaction
Flow Name Flow name described in Auto Attendant
Flow Type

Flow type:

  • Office Hours
  • After Office Hours
  • Public Holidays
Start Time The time when the flow initiates
From Caller number
Access Number Auto Attendant number
Block Name Name of the block defined in Auto Attendant flow
Block Type Type of block defined in the flow
Pressed Digit Digit pressed by the customer

 

 

communication evaluation conversational analysis

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