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Call Steps: Your Customer Journey Revealed

December 1, 2025

See every step of the customer journey

Over the past few weeks, we’ve been showing you how CyCX makes what’s happening in your contact centre more visible—from intelligent routing and mid-call outcome codes to presence management. Now we’re taking that visibility even further.

With Call Steps, you can see the fine detail of every single customer interaction as it unfolds.

call steps graphical interface

The Complete Picture of Every Call

Call Steps provides a visual timeline of each customer journey through your contact centre—from the moment a call is initiated right through to termination. Think of it as a detailed map showing exactly where your customers go and what they experience along the way.

Here’s what you can see at a glance:

  • Auto attendant interactions and menu selections
  • Queue assignments and wait times
  • Agent assignments and availability
  • Hold times and their duration
  • Recording start, pause and resume points
  • The complete chronology of the call lifecycle

Powerful When Combined with Your Existing Tools

When you combine Call Steps with your routing rules, you can see exactly how calls flow through your system—and identify where bottlenecks occur.

Pair it with outcome codes, and you’ll understand not just the path customers took, but the results of those journeys. Add presence measurement, and you’ve got complete visibility into agent availability and call handling patterns.

It’s the difference between knowing what happened and understanding why it happened.

Real Benefits for Your Operation

With Call Steps, you can:

  • Pinpoint inefficiencies by tracking every aspect of a call, from agent assignment to call duration
  • Reduce wait times as supervisors monitor and adjust call queues in real-time based on actual customer journey data
  • Create tailored reports that reflect the specific call steps and stages most relevant to your operation

Call Steps is available now in the latest version of CyReport when used with CyCX. It’s another tool in your arsenal for delivering exceptional customer experience whilst improving operational efficiency.

Want to see it in action? Request a demo here