TrackPulse Reporting That Shows the Whole Picture
Good reports tell you what’s in them and what’s left out. This month, Pulse reporting got clearer about both.
Abandonment reports show what’s excluded. Abandonment Details and Abandonment Summary leave out calls from numbers flagged No Data Dip in Contact Exceptions. When any number is flagged, both reports now show a notice with a View Contact Exceptions link, and so does the export. Per-caller columns are now named Abandoned Calls from Caller and Net Abandoned Calls from Caller, and Net Abandoned Calls fills in on screen and in the export.
More complete call and survey data. The Call Log shows international numbers with their country code and displays “Anonymous” as received. The Survey Responses report includes every answered response, even for text and yes/no surveys.
Smoother days for agents. Agents get a conversation card after every call, and the Incoming Call popup closes when a call is missed.