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In-Queue Treatments and Controls

In this release, we have introduced capabilities that improve caller experience while waiting to be served in the queue. Using enhanced IVR objects, you can now better engage callers waiting in a queue by playing multiple prompts or announcing the call's position in the queue. You can also allow them to opt out of the queue and direct themselves to an operator or leave a voicemail or opt to be called back when an agent is available.

Benefits

In-queue treatments and controls allow:

To enable these new improvements, Virtual Contact Center IVR has introduced new and enhanced objects:

Case Study

To understand the useability of In-queue treatments and enhancements, lets look at the call flow requirements for AcmeHealth Clinic, a fictitious medical hospital. In an effort to provide best care services, AcmeHealth wants to ensure best calling experience to their callers at all times.Their callers are typically patients or guardians. While waiting to be served in the queue, the clinic wants to engage its callers by playing announcements about the seasonal events occurring in the hospital such as flu vaccination hours or upcoming health seminars. If the wait is too long, they can drop out of the queue and reach an operator or leave a voicemail for their care team.

  1. AcmeHealth allows customers to self direct themselves to the desired specialty department using a main menu announcement.
  2. Once the caller selects a desired department such as Pediatrics, the call enters the dedicated queue. While in queue, the system plays courtesy announcements such as information about the on-going flu vaccination clinic or upcoming health seminars engaging the caller.
  3. This is followed by an announcement of caller's current position in the queue. This informs the caller about an approximate waiting time. The caller is then given the following choices:

    The following diagram represents IVR requirements for a typical call flow at AcmeHealth.

Create an IVR Script

Creating an IVR script to meet these requirements involves the following steps:

 


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