Search Results for Call Flows

Standard Node Types

Outdial node types

...Agent Call or 1 CallLeg An optional variable to store the call leg of the agent. Call ID or 1 String An optional variable to store the call identifier. The...

Queues

Create a call queue

Call queues ensure that if your customers call your company and all your agents are busy they are placed in a call queue where they wait to be connected to...

SMS Management

...Navigate to Call Handling → Call Flows Select the relevant inbound call flow Click the call flow edit button Make the templated response node available: Select the Node Library button...

Fixes

...level Call Recording enabled, the agent level call recording wasn’t being saved. This update fixes this bug. When a customer requested a Call Back, Call Recording wasn’t working. This has...

Webchat Flows

Modify user-configurable parameters for Webchat flows

When routing flows are created the flow creator may define some parameters as user-configurable. A user-configurable parameter is a setting that can be overridden when the flow is assigned to...

Email Flows

Modify user-configurable parameters for email flows

When routing flows are created the flow creator may define some parameters as user-configurable. A user-configurable parameter is a setting that can be overridden when the flow is assigned to...

Queues

Defining call-queue KPIs

...when an alert is displayed to the supervisor. Click play to watch a video on defining call-queue KPIs. https://player.vimeo.com/video/542592426 Define KPIs for a call queue In the menu bar click Call...

Call data reports

Unreturned missed calls report

...calls (callers who hung up while waiting to be connected) that have not yet been called back. The statistics do not include dropped calls where a call from the same...

Reports Management

Reports overview

...you can select: Service Number Report Queue Report Agent Report IVR Report Call Classification Report Call Transfers Report Queue Transfers Report Voicemail Report Callers Report Call Flow Report Calls Report...

Surveys

How after-call surveys are handled

...call flow (that is, a call is assigned a survey in the call flow, then later in the call flow the call is assigned another survey), only the last survey...