Notifications are a valuable tool thats included in all CallTrackingMetrics plans. You can create an endless amount of custom notifications to be sent to an email address or as a text message. Notifications are customizable alerts that can be sent after a call, weekly or monthly. Commonly uses for notifications:
- Missed calls
- weekly / monthly call volume reports
- agent reports
- tracking number or tracking source alerts
- Form Reactor submission alerts
Getting started setting up your notifications:
Log into your CallTrackingMetrics accounts, navigate to your reporting tab dropdown menu and select notifications, add notification. The setup is divided into 6 selections:
- How and when to be notified
- Who to be notified
- Under what conditions should you be notified
- What information should be included in your notifications
- Notification Language
- Preview your notification
Step 1 – How can when to be notified
Your first step to setting up your notification is going to be naming it, you can name it anything you’d like we would recommend naming it something easily identifiable like missed calls or voicemails. Next you’ll need to decide how and when you’d like to receive the notification.
From the dropdown you can select to be notified:
There is a “do NOT send an email if there are zero (0) matching calls” option. This is for summary notifications, you can choose whether or not you’d like to receive the notification even if there is no information to report. You may want this turned on for consistency purposes or turned off if you don’t want to receive a notification of zero calls.
Step 2: who to be notified
In the first box you’ll enter the subject of the email, for example New Voice Mail or New Form Reactor lead. In the Second box you’ll input what email address(es) or phone number(s) you’d like to send the notification too.
Step 3: Under what condition should you be notified
This is where you can create custom condition for the notification. If you’d like a notification after every call then there is no need to include a condition. When adding the condition for the notification you have the options of
|Menu Key Press||Will trigger a notification for when there is a key press|
|Agent||will trigger a notification based on the agent|
|Tagged with||Will trigger a notification based on the tags in the call|
|Tracking Source||Will trigger a notification based on tracking source|
|Tracking Number||Will Trigger a notification based on Tracking Number|
|Receiving Number||Will Trigger a notification based on Recieving number|
|Call Dial Status||Will Trigger a notification based on|
|Call Duration||Will Trigger a notification based on whether or not the call was answered|
|Call take Time||Will Trigger a notification based on the duration of the call|
|Call Direction||Will Trigger a notification based on the direction of the call. Inbound or outbound.|
With each of condition you’ll have the option to include any, all or exclude any or all aswell as to add an additional condition. Meaning you can have a notification with the conditions of when Menu key Press 2 is selected and was connect to Agent Jessica Michaels with a duration of 10 minutes. This allow you to really fine tune when the notification is triggered. This setup would look like this:
Step 4: what information should be included in your notification
In this section you have to options of what information you’d like to include in your notification. The items on the right are the information you’d like to include and the items on the left are the information you’d like to exclude from the notification. Simply click to move the selected item from one side to the other.
Step 5: Notification language. Select the language you’d like the notification to be in.
Step 6: Preview your notification. Here you can preview your notification. There also is a switch for turning on or off Auto lead format. This is a service for the automotive industry, if you are not in the automotive industry leave this option off.