Agent Keypress Flows
What Key Press Flows Are Key Press Flows let callers and external agents control a call by pressing digits on their keypad. Each flow maps one key ...
CallsCall Dispositions and Outcomes
Call Dispositions vs Agent Dispositions TrackDrive has two related disposition concepts. A call disposition describes a company-level outcome label...
CallsCall Lifecycle
What a Call Represents A Call in TrackDrive is a record of a single telephone conversation that entered or left the platform. Every inbound call to...
CallsCall Recording
One Call, Many Recordings A call can have multiple recording records, not just one. Each recording is differentiated by its type: call - the full r...
CallsHow to Find a Call Recording
Call recordings are stored in object storage and served through a signed URL on the Call detail page. If recording is enabled on the offer that han...
CallsHow to Mark a Call as Converted
What Conversion Means Marking a call as converted signals that the call produced a billable outcome: a sale, a qualified lead, a booked appointment...
CallsMonitors & Alerts
What Monitors & Alerts Do Monitors & Alerts watch your inbound call routing and notify you when something looks wrong, such as a spike in unanswere...
CallsTranscription Settings and Keyword Spotting
Enabling Transcription on an Campaign Post-call transcription is a premium service configured per Campaign. In the offer's Premium Services section...
CallsTransfers and Forwards
Warm, Cold, and IVR Transfers Are Product Concepts The platform describes several flavors of transfer in product documentation: warm transfer (agen...
Calls
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