During inbound phone and chat interactions, Virtual Contact Center searches Zendesk customer records for matching contacts. This search is based on:
Note:Virtual Contact Center supports searching by arbitrary data with customization.
Search customer records by:
Note: Currently, only numbers without any format or special characters may be searched. For the United States and Canada, the search is first performed including the leading zero. In the absence of matching records, the search is performed without the leading zero.
Calls flowing into Virtual Contact Center queues are offered to agents in the available state. The call flow varies based on the search type and search results.
On ending the call, the agent gets post-processing time for a final wrap-up before the call terminates. If codes are mandatory, the call stays in post-processing mode until codes are selected. At the end of post-processing, Virtual Contact Center updates the ticket with the call log details automatically.
-If the search is based on ticket ID, the ticket status controls the behavior.
-If the ticket is open, new, or pending, the agent gets a screen pop of the ticket and the call log associated with the ticket.
-If the ticket is closed, screen pop does not occur during a chat. The screen pop of the closed ticket occurs during a phone call. On ending the call or chat, Zendesk creates a new ticket, and associates the call log with this ticket.
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