Call tracking

Last Updated : Aug 30, 2013 |

Tracking is the identification of call flows and other actions relevant to call handling. You can classify call flow into split flow, VDN flow, and vector flow.

BCMS and CMS track the following types of call flow:

  • Abandons

  • Answers

  • Busies

  • Dequeues

  • Disconnects

  • Inflows (flow ins)

  • Outflows (flow outs)

A contact center supervisor can use VDN flow and vector flow to evaluate the effectiveness of vector programming at a site. The supervisor can use split flow to determine how splits in a site handle incoming calls.