Call Guide

The Call Guide widget helps agents conduct structured and consistent conversations with contacts during calls. When a call connects, the widget displays a set of predefined questions.

Based on the contact’s responses, agents can continue through the configured question flow or select relevant supplementary questions associated with the previous response.

Administrators configure the question flow, including primary questions, answers, and associated supplementary questions for agents. 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.

Call Guide Configuration

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 to save all the responses successfully. Click Back to navigate to the previous question.

Notes:

• When Auto Save is enabled by an administrator, agents are not required to click Save. Completed responses are saved automatically, even if some questions are left unanswered. For configuration details, refer to the Call Guide configuration in the Workspace Admin application.

• 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.

Revision History