Call Guide

Call Guide is a facility in which an Agent can see predefined questions to be posed to a contact when a call is connected. Based on the answers, the agent can either proceed to the next question or ask a supplementary question taking off from the previous question. You can configure a set of questions, answers, and supplementary questions for the agents to use.

The Call Guide widget guides an agent, during a call, to sequentially ask questions to a customer. The call guide is configured by an Administrator. Call guides contain two types of questions.

• Standard question - Needs no answer from the contact. A greeting could be a standard question.

• Decision question - Requires an answer from the contact and may often have a follow-up question. For example, you may ask the contact ‘Do you have a credit card’? If the answer is YES, you may ask the contact to type the credit card number. If the answer is NO, you may move on to the next question.

The call guide is configured to help the agent to deal with the customer call in a proper and structured manner. Beginning with the welcome message, obtaining details, and then signing off with a farewell message - all of these can be accomplished by sequencing the questions properly.

All the answered questions are displayed in the Overview tab.

When the entire flow is completed, the agent/customer can sign off with any message - a Thank You or a promotional message. There is no mandatory answer required.

Click Save.

Notes:

This is a standalone widget and not available inside the softphone.

The agent can click any URL displayed on the Call Guide gadget as a hyperlink and open it in a new window.