Track a caller's full extension journey
When a caller moves through your phone menu, they might press several extensions, go back to the main menu, and try again before reaching the right place. You can now see every extension they moved through, in order, both on your dashboard timeline and in your call export.
This makes it easier to see how callers actually use your menu, spot where they get lost, and follow up with the right team.
On your dashboard timeline
Each call on the timeline shows the last extension the caller selected, so you can see at a glance where the call ended up.
To see the full path, hover over the extension. A tooltip lists every extension the caller moved through, in the order they selected them.
In your call export
Your call export now includes an Extension Journey column. It holds the caller's whole path in a single field, with each step separated by a > character.
For example, a caller's journey might look like this:
Ext 1: SMS Opt-In>Call flow: Main>Ext 3: Sales>Back to menu>Ext 1: Support
Reading left to right, that's:
- Ext 1: SMS Opt-In
- Call flow: Main
- Ext 3: Sales
- Back to menu
- Ext 1: Support
Splitting the path into columns
Because each step is separated by >, you can split the Extension Journey column into one column per step in any spreadsheet app:
- Excel: Select the column, go to Data > Text to Columns, choose Delimited, then enter
>as the custom delimiter. - Google Sheets: Select the column, go to Data > Split text to columns, then choose Custom and enter
>.
Frequently asked questions
Q: Why does the timeline only show one extension?
A: The timeline shows the last extension selected to keep the view clean. Hover over it to see the full path.
Q: What does "Back to menu" mean in the path?
A: It marks where the caller returned to the menu before choosing another option.
Q: Do I need to turn this on?
A: No. It's already live for all accounts. Just open your timeline or run a new export.