Customer Journey Cradle-to-Grave Report
The request is for RingCX to have a Customer Journey Cradle-to-Grave Report, showing the start to finish and reporting on Pivots between channels. If it is a telephone call the detail should focus on the contact, even if the call is transferred between agents, put on hold, etc. If it pertains to a phone call and also includes digital channels, then the digital channel information can be added as a follow up from the call.
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Gene
commented
The fact that this doesn't already exist is mindboggling for a telephony company. Customers are being made to jump through hoops to find information that should be readily available. It's not our fault that RingEX and RingCX are not tied together in a reportable fashion. We need to be able to see one encompassing report that tracks the call regardless of which platform it is on
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Justin
commented
This is critical and would make it so much easier to figure out how and why a call went somewhere that the customer thinks it shouldn't have.