0 Flares 0 Flares ×We’re excited to announce a significant update to how we handle call accountability in CallRail with the release of Agents. Providing powerful call analytics of your callers is key; however, we know the importance of understanding how your team is handling calls. We see this as an vital part of making our customer’s businesses more efficient– not just knowing which sources are providing the most leads, but also ensuring each Agent is operating to the best of his or her abilities. What is a CallRail Agent? An Agent is a specific user responsible for handling calls that have been routed to them through a CallRail tracking number that’s assigned to a Call Flow. You’ll now have the ability route calls to a specific Agent through CallRail’s Call Flow Builder. First, the Agent decides where they’d like to receive calls– be it their office, home, or cell phone when working remotely. Then, an administrator will configure their Agent name as a destination within any Call Flow Builder. This allows for their Agent name to take ownership of the calls they receive. While you’ll still be able to route calls to a single destination telephone number for general and non-dedicated lines, there are individual reporting benefits to routing calls using Agents instead of simply using just a destination number. Improved Call Management by Assignments Call assignments and Agent analytics work off the same system of information. Whomever answers an incoming call, or whomever a voicemail was intended for, receives…
Read More: Manage Calls and Create Reports by User with CallRail’s Agent Feature
