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LAUNCHPAD ACADEMY TRAINING

Explore Your New CallTrackingMetrics Account

Part One

MEET THE SPEAKER

Jessica Michaels brings 10 years experience in all aspects of marketing, digital campaigns, social media, educating of technology solutions, and a 6 year vertern at CTM.

Connect on LinkedIn: linkedin.com/in/jessica-kristen-michaels

CallTrackingMetrics Launchpad Summit 2020© CallTrackingMetrics 2021 ALL RIGHTS RESERVED KEEP THE CONVERSATION GOING: @CALLTRAC / #CTMACADEMY

WELCOME TO THE LAUNCHPAD TRAINING ACADEMY6 classes from beginner to advanced

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Explore Your New CallTrackingMetrics Account

Agent Workflows and Productivity Tools

Level Up Your Account

Supercharge your Flows with AI, Customization, and Automation

Preparing Your Account for Launch Lead Tracking and

Marketing Attribution

COMMON QUESTIONS

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Q: Will this webinar be recorded? A: Yes

Q: Where can I find the recording & slides? A:

https://www.calltrackingmetrics.com/support/training/ctm-academy/academy/

MISSIONNAVIGATING CTM

EXPLORING THE ACTIVITY LOGS

CALL SETTINGS

REPORTS

BILLING

Q&A

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3 primary focuses

True Contact center features that allow managers to fully customize the agents workflow and streamline their daily processes.

Helpful for delivering the optimal customer experience by intelligently routing the caller to the most appropriate place.

Primarily used for marketers to help them understand what advertising channels are generating conversations.

Call Management

Call Flow & Lead Management

Attribution

WHY OUR CLIENTS LOVE USCommon problems we help our clients solve

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Attribution

Attributing revenue to keywords

"I often tell our clients that marketing without call tracking isn’t much different than gambling.“

John T.

"CTM is by far the most complete versatile call management platform I have ever seen. Plus, it’s got a killer call center system built right in"

Dean S.

Call Management

Call Center Solution

We want to provide value, and being able to track calls down to the keyword/ad that generated them makes that really easy."

Daniel O.

CallTrackingMetrics has every feature I need in a call center platform, and WAY more.

Ian H.

NAVIGATING THE APP

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Account Detail

NAVIGATION

ACTIVITY LOGS

FLOWS

REPORTS

HELP

SETTINGS

NAVIGATION

ActivitiesNAVIGATION

Numbers NAVIGATION

FlowsNAVIGATION

ReportsNAVIGATION

HelpNAVIGATION

SettingsNAVIGATION

ACTIVITY LOGS

ToolbarNAVIGATING THE ACTIVITY LOGS

1. Filter - Create views using live call log data

2. Search field - Search by keyword (account

ID, name, date, transcriptions etc.)

3. Number of Calls - Click on it to expand

4. Auto Load/Stop Loading - Automatically

load calls as they come in

1 2 3 4

5

6

7

8

9

10

11

5. Desk Phone Mode - Switches you into desk phone

6. Desktop Notifications - View notifications and alerts

7. View Columns - Select which items to show in the

call log

8. Export Calls - Export your call log data

9. Receive Calls - Start/stop accepting calls if you are

using the Softphone

10. Flag - Include or Exclude current view from reporting

11. Softphone - Open your phone

ToolbarNAVIGATING THE ACTIVITY LOGS

1Filter Create views using live call log data

Search Field Search by keyword (account ID, name, date, etc)

Number of Calls Click to expand

Auto Load Automatically load calls as they come in

Desk Phone Switches you into desk phone mode

Desktop Notifications View notifications and alerts

View Columns Select which items to show in the call log

Export Calls Download your call log data

1. Phone icon: Return the call2. Edit Icon: Brings up full call details to edit 3. Caller Name: This is pulled from the CNAM

database and is able to be changed and added back into the caller record

4. Phone Number: Caller’s phone number5. Location: Geographic location of the caller,

based on phone carrier data6. Tags: Tag your calls and create activities

based on those tags

ContactNAVIGATING THE ACTIVITY LOGS

● Source: Attributes the advertising source of the call per configuration assignment

● Tracking Number: Number called ● Landing Page: Displays the page that the

caller landed on● Referring Website: Shows referring

website● Keyword Data: View keywords searched

by caller● Visitor Detail: Open the visitor detail

panel● Visitor Likelihood: Session accuracy score● Google Analytics: Indicates that the data

was passed to Google Analytics

Source & SessionNAVIGATING THE ACTIVITY LOGS

Visitor Likelihood: Shows the likelihood that this visitor was the correct one to match to the call.

Check for other sessions: View other potential visitors that could have been matched to call but had lower likelihood scores.

Advertising Data: Information pulled through Google Analytics integration.

Cookies - Shows cookies we detected from GA, etc.

Visitor SessionNAVIGATING THE ACTIVITY LOGS

ScoringNAVIGATING THE ACTIVITY LOGS

Scoring allows you to apply a star rating to the activity, add a conversion and conversion value, and apply a reporting tag.

The scoring column is fully customizable and feeds into our activity reports. This is a great way to help measure the quality of the call and help determine the ROI.

● Audio○ Recording: play the recorded call○ Length of recording: length of talk time

● Metrics○ Date/Time ○ Status

Audio & MetricsNAVIGATING THE ACTIVITY LOGS

Call Routing

● Either displays the agent the call was routed or “set agent” where you can manually choose an agent to associate to the call.

● If not using the softphone, it will show the receiving number the call was routed to.

● Call Path at the bottom showing any voice menus or other call flows the caller experienced.

RoutingNAVIGATING THE ACTIVITY LOGS

Email Icon

● Email a note with the recording of the call to a colleague

Flag icon

● Exclude, block, and rate audio quality of the call

ActionsNAVIGATING THE ACTIVITY LOGS

● Excluding a call will remove it from reporting. ● Review excluded calls using “show excluded

calls” in filter box. ● Blocked callers will hear a busy tone, a “call

cannot be completed” message, or in some cases will just ring (depends on the callers carrier) .

● Be very careful about blocking by caller name. You would not want to block CNAM’s like “Restricted” because that would block all callers without names in their CNAM record.

● You can review blocked numbers and edit them at: Calls > Blocked Numbers.

Blocking CallsNAVIGATING THE ACTIVITY LOGS

CALL SETTINGSLIVE DEMO

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Place your screenshot here

Capture critical call details with call recordings and transcriptions

Recordings & Transcriptions

Spam Detective keeps you focused on what matters.

Customers using Spam Detective don’t have to worry about spam calls taking up the precious time of their agents, so they can stay focused on valuable conversations.

Spam Detective

REPORTS

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REPORTS

Analytics

Contact Center

Usage

Report Settings

NAVIGATING CTM

VOLUME BY TRACKING SOURCEREPORTS

LIVE DEMOREPORTS

BILLING

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BILLING

Monthly subscription

BILLING

Tracking NumberRenewal

BILLING

Usage & Add-ons

BILLING

Usage & Add-ons

BILLING

Rechargeable Balance

BILLING

Rechargeable Balance

$500.00

– 299.00

– 145.00

– 25.00

$31.00

$50.00 > $500

+$469.00

$500.00

Starting Balance

– Monthly Subscription Fee

– Usages

– Number Renewals

Current Balance

Recharge Threshold

+ Recharge Amount

New Balance

Thank You!

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For more training resources, visit our Knowledge Base at

calltrackingmetrics.com/support