How can I know how a call was routed?

You can determine how a call was routed, which agents it rang, and what their actions were by following the steps below.


1. Identify the call and then the relevant Interaction ID. For more information on how to do it, please visit this article.

2. Create a Studio Flow Execution Report to understand the call path inside your Studio Flow:

  • Filter a "Studio Flow Execution Report" using the interaction ID.
  • Check the "Exit" row for any “Assignment and Dial” or “Callback” components.
  • Look for entries whose Exit has “no_match” or “no_answer”.

3. Know which agents were available at a certain time, by executing the steps below: 

  • Pull an "Agent Status Report" for the same time frame as the call you are trying to analyze.
  • Check if there was any agent available with the same ring group as the "Assignment and Dial" or "Callback" components.
  • Considerations about outbound dialer reservations and available status may contain reserved ringing agents, i.e., agents assigned to a campaign on an outbound dialer that might show as "Available", but be reserved by the campaign for an outbound call and unavailable to receive this call.
  • If you see the agent on the available status, but he received a different call with a smaller waiting time, consider checking your priorities inside the "Assignment and Dial" and "Callback" components of your Studio Flows.

4. Find the result for each ring attempt:

  • If the agent was on the available status, pull a "Ring Attempts Report" and check if the call was offered to that particular agent.
  • Results can range from “Device unavailable” to “Rejected”. You can find all those definitions in our Data Dictionary.
All Articles ""
Please sign in to submit a request.