Debugging with Call Flow
Unsure how a call was routed or why it skipped a certain endpoint? Want to know what your callers are doing? All this information is available by viewing the Call Flow for your call. The Call Flow provides information that can help to debug and improve call routing.
Viewing a call.
Access the call’s data and most importantly- the Call Flow by clicking on the UUID on the left in the Call Log under Reports. To see the Flow, scroll to the bottom.
The Call Flow.
At the bottom of the call screen, you’ll find the Call Flow. Each action that is taken during the call is listed in reverse-chronological order. Items in blue are informative, items in yellow indicate a warning, and items in red designate a problem. Any time we attempt to route a call to your Buyers, we list them in the order that they are being considered.
We designate in the Call Flow if Buyers are closed, capped, or not matching the Tags on your call. Use this information to troubleshoot your calls.
The following is another example, except this time, this call was not picked up. Reading from the bottom up we can determine that the Buyer did not pick up the call. The Timeout setting for the Buyer determines how long to attempt to call them before moving on to someone else. In this example, no one else was available.
Timeout was reached, so this call went unanswered.
This call took place outside the available Buyer’s business hours.
Views in the Call Log
With summary view in the call log, this allows you to quickly get all the key performance indicators you need at a glance. Combined with our call log filters, we now have a very powerful solution for drilling down on your data.
Click the table icon to view call summary by Number, Campaign, Publisher or Buyer.
Call Log Improvements and Customizable Tables
Select the columns you want to see and resize them however you like.
We’ve upgraded our Call Log and Buyer tables to be fully customizable, and we’ve greatly improved the experience on mobile and small laptops.
Table customization settings are stored in your browser on a per-company basis so that you can have different configurations depending on who you’re actively collaborating with. Click the “Manage Columns” button to toggle the columns you want displayed. Resize by clicking and dragging the dotted border between the columns.
The Via column on the call log shows you how each call was initiated, whether via phone or click-to-call. With the color representing the status of the call.
We’ve also added a “Tags” columns so you can quickly glance over the Tags on a call.
Let us know what you think! Tweet to us @helloretreaver.