This procedure describes how to configure the parameters for the DTMF Menu node. Procedure Step 1: Click the node name of the DTMF Menu node in the call flow. The Parameters pane…
Search: Call Flows
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…to add a new call flow variable). For some parameters, the node type writes information into the provided variable so it is available for use elsewhere in your call flow…
Reports on service levels can be found within the Queue Reports section. Queue reports allow you to see statistics for particular call queues including the adherence to your service levels….
Calling Fix for an issue where internal call names were showing as the person receiving the call rather than making the call. Fix for an issue where consulted agents were…
…continue to use Salesforce as their main environment, but can use the Contact to make and receive calls. Agents can initiate calls from within Salesforce by clicking on the contact’s telephone number in the contact page…
Reporting Call Trace Button Addition of a “Call Trace icon” on the calls report. The icon appears on each row of the calls report and can be used to view…
Agent UI Button repositioning This is a minor relocation of the buttons within the Agent interface for Call, Email & SMS. These buttons have now been equally spaced. Call…
…that an agent can miss before they are marked as unavailable. Number of times a busy agent can decline a call before they become unavailable: The number of consecutive calls…
Tell me about… Starting Contact When an agent opens Zendesk, they will need to start Contact. Procedure Step 1: Click the app’s icon on the top-right toolbar: A new box containing Contact opens. Note: If…
For agent scripts, data is available for the following: Data Description Agent The first and last name of the agent who used the script. Call ID The call identifier. CLI…