Customer Journey Report: Overview - Admin Panel
Purpose: Show how calls flow from start to finish, including transfers, pickups, misses, and handle time.
What you will see
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Total calls split into Transferred and Not Transferred.
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For transferred calls, destination numbers and their outcomes.
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For each branch, counts of picked up and not answered calls.
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Minimum, maximum, and average talk times at each branch.
How to use it
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Set the Select Duration.
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Look at the first split to see how many calls are transferred.
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Follow the branches to see which destinations pick up and how fast.
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Review talk times to understand effort on each path.
Questions this report answers
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Are transfers too frequent for certain reasons?
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Which numbers or teams miss more calls?
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Where do patients spend the most time on the phone?
Tips and good practices
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If a destination has slow pickup, adjust staffing or routing.
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Reduce transfers by giving the first agent the tools to resolve common requests.
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Share the top two slow paths in weekly huddles.