Contacts & Journeys: investigate repeated numbers
Contacts & Journeys connects queue entries and repeated calls using recorded identifiers and normalized telephone numbers. It follows numbers, not verified people: a shared switchboard or family telephone can represent several customers.
Define the observed selection
Set the period and queues before reading the summary. Review Definitions and data quality for normalization rules and missing, inconsistent or invalid identifiers. Entries with the same uniqueid count as one call even across queues; different uniqueids count as separate calls. The selected period and queues limit the journeys shown.
Open repeated contacts
Find a number associated with at least two distinct calls. Compare its count, first entry and last entry, then open Show calls to inspect the individual interactions. Check whether later calls were answered before treating the sequence as unresolved. Open Routing Log for a selected call to trace its complete stored event sequence.
Read observed queue transitions
Compare origin/destination pairs by transitions and distinct calls, then inspect the calls behind an interesting pair. A transition observed between queues does not by itself prove an explicit transfer. Paths through excluded queues are not artificially joined. Export the contact or journey view required, recording the filters so the result can be interpreted later.
Follow a repeated number through its calls
Set the sample
Choose dates and queues, then read the definitions/data-quality area. Missing or inconsistent numbers and invalid identifiers affect which relationships can be established. Do not interpret these exclusions as proof that no repeat contact occurred.
Open the calls behind a count
In Repeat contacts select a number with at least two distinct calls and open Show calls. Compare call IDs, first/last occurrence and queues. Several events of one ID do not equal several customer contacts.
Check the route and the outcome
Open the linked Routing Log to inspect entry, ringing attempts, answer, exit and transfer events. For observed origin/destination pairs, open their calls rather than assuming every displayed transition is a configured PBX rule.
Investigate a repeated callback request
Start with a number that has many distinct calls, inspect their timing and route, and compare the destination queue’s load. Repeated calls can support an investigation of a callback process, but this report does not directly detect or certify a callback request. Confirm the PBX callback configuration and queue capacity with the administrator before changing the process. A shared number can also represent different people.
Example: repeated callback attempts
For a number with many contacts, inspect each call and its Routing sequence, then compare timing with queue pressure. Validate suspected callback behavior against the PBX service configuration and available evidence. Repeated numbers alone do not identify callback requests. If follow-up is needed, create or confirm one coordinated task in Action Center to avoid duplicate contacts.
Use the controls, understand what changes
Show calls opens the evidence behind one repeated number or observed origin/destination pair. Continue into Routing to examine individual transitions. A repeated contact count and a sequence of routing events count different things; compare their definitions before treating them as duplicates.
Complete product screenshots
Illustrative data. Open the screenshot to enlarge it and match the controls to the instructions in this chapter.
Open complete screenshot
Read the workspace section by section
Match the numbers and panels below to the complete workspace. These screenshots use illustrative data; the procedures above explain how to work with your own installation.
Calls, repeat contacts and queue transitions
Compare distinct calls, identifiable numbers, repeat contacts and queue transitions. The repeat-contact rate is the share of identifiable numbers associated with more than one call in the selected scope.
Understand the scope and quality of the data
The definitions explain how calls and normalised telephone numbers are linked within the selected period and queues. Counts for missing numbers, conflicting numbers and invalid identifiers make the basis of the analysis visible.
Inspect repeat contacts
Find numbers associated with at least two distinct calls, with their call count and first and last entry. Open the call list and continue to the Routing Log to examine each call in context.
Compare observed origins and destinations
For each queue-to-queue path, compare the number of transitions and the distinct calls involved. Open the related calls to understand the sequence of queue entries behind the aggregate.