Track phone calls based on origin.
William Fogelsanger
We need the ability to track sales leads phone calls based on origin. We have several unique EC phone numbers embedded online for customers to call in.
These numbers are linked to sales leads teams in EC, and they transfer to a call tree where the customer chooses the store they wish to speak to.
Right now, EC only tags and tracks based on destination. The call origin data has to exist somewhere on EC, but we can't tap into it.
Please add the ability to capture call origin data so our marketing teams can track ad usage.
Thanks!
T
Tim Winter
There should be a note on the ticket showing what team the ticket was transferred from. If your incoming calls are separate teams, and I assume they are because of the different phone numbers, then that note will have the info you want after the call tree transfers to the end team
It's not going to automatically add them up for you though, which I'm certain is something you'll want for easy metrics. But at least it's there to collect manually for now.
William Fogelsanger
Tim Winter thanks for the information. Yes, we need the tickets to tag on origin or at least be able to run a report based on origin as we can't open each ticket for numerous departments.
You can also go to the 'all calls' tab and see where a call was forwarded because it won't assign a ticket number until it lands, but it's not 100% accurate, and it works best for teams with a calltree.
See screenshot for example: This call came into our 800 number and was forwarded to our Warrenton Sales department once the customer made their selection from the calltree.
So, there is limited trackability, but no way to generate an accurate report from it....yet. 😊