广度、一个总经理d Call Flows

• Customer feedback through emails.\u00a0<\/li>\t
• Customer feedback through surveys.<\/li>\t
• Customer feedback through focus groups.<\/li>\t
• Customer feedback through digital channels.<\/li>\t
• Customer feedback through UserTesting.<\/li><\/ul>

  Thanks to .Avs Series<\/a><\/p>","url":"\/managing-ivrs-and-call-flows-11370\/incoming-calls-customer-feedback-22652?postid=68915#post68915","creationDate":"2022-11-04T06:48:40+0000","relativeCreationDate":"9 months ago"},"lastReply":{"id":68915,"author":{"id":39736,"url":"\/members\/fcyt999-39736","name":"Fcyt999","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/c05d7048-a53f-4291-a8ba-b5d5f9aa5999.png","userTitle":"Community Debut","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","name":"Community Debut"},"userLevel":0},"content":"

  There are five different ways to get this<\/p>

  • Customer feedback through emails.\u00a0<\/li>\t
  • Customer feedback through surveys.<\/li>\t
  • Customer feedback through focus groups.<\/li>\t
  • Customer feedback through digital channels.<\/li>\t
  • Customer feedback through UserTesting.<\/li><\/ul>

    Thanks to .Avs Series<\/a><\/p>","url":"\/managing-ivrs-and-call-flows-11370\/incoming-calls-customer-feedback-22652?postid=68915#post68915","creationDate":"2022-11-04T06:48:40+0000","relativeCreationDate":"9 months ago"},"numberOfUnreadReplies":0,"numberOfReplies":3,"numberOfLikes":0,"relevantPost":{"id":57188,"author":{"id":33638,"url":"\/members\/mikal11-33638","name":"Mikal11","avatar":"","userTitle":"Apprentice","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","name":"Apprentice"},"userLevel":0},"content":"

    Hello, I just new to freshworks..<\/a>, I want to know about the customer feedback system like giving numbers to calling agents,<\/a>. Is there any option to get feedback from customers..,<\/p>

    Regards<\/p>

    Mikal\u2026,<\/p>","url":"\/managing-ivrs-and-call-flows-11370\/incoming-calls-customer-feedback-22652?postid=57188#post57188","creationDate":"2021-11-05T17:06:11+0000","relativeCreationDate":"1 year ago"},"numberOfViews":93,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshcaller-11322","categoryId":11322,"title":"Using Freshcaller","metaRobots":"index, follow","type":0},"lastPostId":"68915"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"5f1b9f9349812c12a3b30a51ca524a79c7579021","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}">

    M

    

    Mikal11 Apprentice

    asked in广度、一个总经理d Call Flows

    Incoming Calls - Customer Feedback

    Hello, I just new to freshworks.., I want to know about the customer feedback system like giving numbers to calling agents,. Is there any option to get feedback from customers..,RegardsMikal…,

    0 3

    

    

    9 months ago

We are approaching 2 weeks of using Contact Center and for the most part the experience has been positive. There are a number of reports and metrics we are finding much easier to get as well as generally agents finding it easier to use than our previous software.<\/p>

One thing I find particularly limiting is the Live Dashboard and would love to hear suggestions from anyone else who has experienced the same.<\/p>

For us a call technically doesn\u2019t count most\u00a0of it\u2019s metrics until it starts ringing in its queue or when it is in the wait queue.<\/p>

By design our IVRs are quite long and provide information on how a customer can self-serve, this means we find the live dashboard says we have hundreds of abandoned calls each day when realistically when I use analytics to count only abandoned calls from the ringing or wait queue state it is much closer to what we were used to in our previous software.<\/p>

I also find it is counting people who have rung before we are open and greeted by our closed IVR meaning we regularly start the day to 10 - 20 abandoned calls and our Service Levels already taking a hammering.<\/p>

I have requested a bespoke \/ updated Live Dashboard experience but understand this may take time so if there are any hints or tips anyone has I\u2019d be super grateful to make it look less scary to those looking at the Live Dashboard.<\/p>

Thanks.<\/p>","url":"\/managing-ivrs-and-call-flows-11370\/live-dashboard-suggestions-26503?postid=68373#post68373","creationDate":"2022-10-24T10:49:48+0000","relativeCreationDate":"9 months ago"},"isTopicUnread":true,"privateId":3580,"id":26503,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11370,"isIdeation":false,"url":"\/managing-ivrs-and-call-flows-11370","title":"Managing IVRs and Call Flows","description":"Using Freshcaller"},"url":"\/managing-ivrs-and-call-flows-11370\/live-dashboard-suggestions-26503","title":"Live Dashboard - Suggestions?","lastPost":{"id":68373,"author":{"id":31446,"url":"\/members\/aaronparker-31446","name":"AaronParker","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/62d53dc6-2362-437c-a0ea-662ace212087.png","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":2},"content":"

Hello all,<\/p>

We are approaching 2 weeks of using Contact Center and for the most part the experience has been positive. There are a number of reports and metrics we are finding much easier to get as well as generally agents finding it easier to use than our previous software.<\/p>

One thing I find particularly limiting is the Live Dashboard and would love to hear suggestions from anyone else who has experienced the same.<\/p>

For us a call technically doesn\u2019t count most\u00a0of it\u2019s metrics until it starts ringing in its queue or when it is in the wait queue.<\/p>

By design our IVRs are quite long and provide information on how a customer can self-serve, this means we find the live dashboard says we have hundreds of abandoned calls each day when realistically when I use analytics to count only abandoned calls from the ringing or wait queue state it is much closer to what we were used to in our previous software.<\/p>

I also find it is counting people who have rung before we are open and greeted by our closed IVR meaning we regularly start the day to 10 - 20 abandoned calls and our Service Levels already taking a hammering.<\/p>

I have requested a bespoke \/ updated Live Dashboard experience but understand this may take time so if there are any hints or tips anyone has I\u2019d be super grateful to make it look less scary to those looking at the Live Dashboard.<\/p>

Thanks.<\/p>","url":"\/managing-ivrs-and-call-flows-11370\/live-dashboard-suggestions-26503?postid=68373#post68373","creationDate":"2022-10-24T10:49:48+0000","relativeCreationDate":"9 months ago"},"numberOfUnreadReplies":0,"numberOfReplies":0,"numberOfLikes":0,"relevantPost":{"id":68373,"author":{"id":31446,"url":"\/members\/aaronparker-31446","name":"AaronParker","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/62d53dc6-2362-437c-a0ea-662ace212087.png","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":2},"content":"

Hello all,<\/p>

We are approaching 2 weeks of using Contact Center and for the most part the experience has been positive. There are a number of reports and metrics we are finding much easier to get as well as generally agents finding it easier to use than our previous software.<\/p>

One thing I find particularly limiting is the Live Dashboard and would love to hear suggestions from anyone else who has experienced the same.<\/p>

For us a call technically doesn\u2019t count most\u00a0of it\u2019s metrics until it starts ringing in its queue or when it is in the wait queue.<\/p>

By design our IVRs are quite long and provide information on how a customer can self-serve, this means we find the live dashboard says we have hundreds of abandoned calls each day when realistically when I use analytics to count only abandoned calls from the ringing or wait queue state it is much closer to what we were used to in our previous software.<\/p>

I also find it is counting people who have rung before we are open and greeted by our closed IVR meaning we regularly start the day to 10 - 20 abandoned calls and our Service Levels already taking a hammering.<\/p>

I have requested a bespoke \/ updated Live Dashboard experience but understand this may take time so if there are any hints or tips anyone has I\u2019d be super grateful to make it look less scary to those looking at the Live Dashboard.<\/p>

Thanks.<\/p>","url":"\/managing-ivrs-and-call-flows-11370\/live-dashboard-suggestions-26503?postid=68373#post68373","creationDate":"2022-10-24T10:49:48+0000","relativeCreationDate":"9 months ago"},"numberOfViews":34,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshcaller-11322","categoryId":11322,"title":"Using Freshcaller","metaRobots":"index, follow","type":0},"lastPostId":"68373"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"5f1b9f9349812c12a3b30a51ca524a79c7579021","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}">

AaronParker Skilled Expert

asked in广度、一个总经理d Call Flows

Live Dashboard - Suggestions?

Hello all,We are approaching 2 weeks of using Contact Center and for the most part the experience has been positive. There are a number of reports and metrics we are finding much easier to get as well as generally agents finding it easier to use than our previous software.One thing I find particularly limiting is the Live Dashboard and would love to hear suggestions from anyone else who has experienced the same.For us a call technically doesn’t count most of it’s metrics until it starts ringing in its queue or when it is in the wait queue.By design our IVRs are quite long and provide information on how a customer can self-serve, this means we find the live dashboard says we have hundreds of abandoned calls each day when realistically when I use analytics to count only abandoned calls from the ringing or wait queue state it is much closer to what we were used to in our previous software.I also find it is counting people who have rung before we are open and greeted by our closed IVR mean

0 0

9 months ago

1. Call comes into IVR; callers presses 2 to talk to agent<\/li>\t
2. Rings to all available agents (2-4 logged in at a time) for :60.<\/li>\t
3. If agents are available but don\u2019t answer (because they\u2019re working on another ticket), go to Rollover Call Queue<\/li>\t
4. Play Wait Queue Message, append position to wait message\t
   1. Problem: The call only rings back to agents in a new call comes into the queue or if the agent moves into the \u201cavailable\u201d status.\u00a0<\/span><\/li>\t\t
   2. If the agents finish their other ticket and can now take a call, they call may not ever ring to them again, meaning the caller is just stuck in the queue until the max time.\u00a0<\/span><\/li>\t<\/ol><\/li><\/ol>

      How do others handle this? Do you require your agents to stop working on calls and take the ticket? Do you separate duties so phone agents are never distracted by other tickets? Do you have agents flip their availability on and off to trigger the phone to ring again?\u00a0<\/p>

      \u00a0<\/p>

      Thanks for your help!<\/p>

      \u00a0<\/p>","url":"\/managing-ivrs-and-call-flows-11370\/callers-stuck-in-wait-queue-even-thought-agents-are-available-20736?postid=52169#post52169","creationDate":"2021-02-19T18:57:44+0000","relativeCreationDate":"2 years ago"},"isTopicUnread":true,"privateId":17598,"id":20736,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[],"forum":{"id":11370,"isIdeation":false,"url":"\/managing-ivrs-and-call-flows-11370","title":"Managing IVRs and Call Flows","description":"Using Freshcaller"},"url":"\/managing-ivrs-and-call-flows-11370\/callers-stuck-in-wait-queue-even-thought-agents-are-available-20736","title":"Callers Stuck in Wait Queue Even Thought Agents are Available","lastPost":{"id":61821,"author":{"id":35955,"url":"\/members\/atreasure-35955","name":"ATreasure","avatar":"","userTitle":"Apprentice","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","name":"Apprentice"},"userLevel":1},"content":"

      Hello Community Manager<\/p>

      Think David is referring to Forced\/Auto answer., which is\u00a0a feature that system doesn't have today. Since the system will not change the agent state to Offline as they missed a call,\u00a0 its added work for the supervisor to assign calls to agents (which btw is what the system should do) and\u00a0to keep monitoring agent\u00a0state.\u00a0\u00a0<\/p>

      We are having similar issue, in our case the agents cherry pick the call they want to answer.. wouldnt have been possible if Forced\/Auto Answer was available.<\/p>

      Regards<\/p>

      ART<\/p>","url":"\/managing-ivrs-and-call-flows-11370\/callers-stuck-in-wait-queue-even-thought-agents-are-available-20736?postid=61821#post61821","creationDate":"2022-04-06T19:19:16+0000","relativeCreationDate":"1 year ago"},"lastReply":{"id":61821,"author":{"id":35955,"url":"\/members\/atreasure-35955","name":"ATreasure","avatar":"","userTitle":"Apprentice","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","name":"Apprentice"},"userLevel":1},"content":"

      Hello Community Manager<\/p>

      Think David is referring to Forced\/Auto answer., which is\u00a0a feature that system doesn't have today. Since the system will not change the agent state to Offline as they missed a call,\u00a0 its added work for the supervisor to assign calls to agents (which btw is what the system should do) and\u00a0to keep monitoring agent\u00a0state.\u00a0\u00a0<\/p>

      We are having similar issue, in our case the agents cherry pick the call they want to answer.. wouldnt have been possible if Forced\/Auto Answer was available.<\/p>

      Regards<\/p>

      ART<\/p>","url":"\/managing-ivrs-and-call-flows-11370\/callers-stuck-in-wait-queue-even-thought-agents-are-available-20736?postid=61821#post61821","creationDate":"2022-04-06T19:19:16+0000","relativeCreationDate":"1 year ago"},"numberOfUnreadReplies":0,"numberOfReplies":5,"numberOfLikes":1,"relevantPost":{"id":52169,"author":{"id":30401,"url":"\/members\/tckstevens-30401","name":"tckstevens","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/11b524c9-682b-4e54-b010-637492c73fff.png","userTitle":"Apprentice","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","name":"Apprentice"},"userLevel":0},"content":"

      I\u2019m curious if anyone has struggled with callers getting stuck in the wait queue, even though there are available agents. Here\u2019s my situation:<\/p>

      1. Call comes into IVR; callers presses 2 to talk to agent<\/li>\t
      2. Rings to all available agents (2-4 logged in at a time) for :60.<\/li>\t
      3. If agents are available but don\u2019t answer (because they\u2019re working on another ticket), go to Rollover Call Queue<\/li>\t
      4. Play Wait Queue Message, append position to wait message\t
         1. Problem: The call only rings back to agents in a new call comes into the queue or if the agent moves into the \u201cavailable\u201d status.\u00a0<\/span><\/li>\t\t
         2. If the agents finish their other ticket and can now take a call, they call may not ever ring to them again, meaning the caller is just stuck in the queue until the max time.\u00a0<\/span><\/li>\t<\/ol><\/li><\/ol>

            How do others handle this? Do you require your agents to stop working on calls and take the ticket? Do you separate duties so phone agents are never distracted by other tickets? Do you have agents flip their availability on and off to trigger the phone to ring again?\u00a0<\/p>

            \u00a0<\/p>

            Thanks for your help!<\/p>

            \u00a0<\/p>","url":"\/managing-ivrs-and-call-flows-11370\/callers-stuck-in-wait-queue-even-thought-agents-are-available-20736?postid=52169#post52169","creationDate":"2021-02-19T18:57:44+0000","relativeCreationDate":"2 years ago"},"numberOfViews":669,"contentType":"discussion","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshcaller-11322","categoryId":11322,"title":"Using Freshcaller","metaRobots":"index, follow","type":0},"lastPostId":"61821"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"5f1b9f9349812c12a3b30a51ca524a79c7579021","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}">

            

            

            tckstevens Apprentice

            张贴在广度、一个总经理d Call Flows

            Callers Stuck in Wait Queue Even Thought Agents are Available

            我很好奇是否有人在呼叫者getting stuck in the wait queue, even though there are available agents. Here’s my situation:Call comes into IVR; callers presses 2 to talk to agent Rings to all available agents (2-4 logged in at a time) for :60. If agents are available but don’t answer (because they’re working on another ticket), go to Rollover Call Queue Play Wait Queue Message, append position to wait message Problem: The call only rings back to agents in a new call comes into the queue or if the agent moves into the “available” status. If the agents finish their other ticket and can now take a call, they call may not ever ring to them again, meaning the caller is just stuck in the queue until the max time. How do others handle this? Do you require your agents to stop working on calls and take the ticket? Do you separate duties so phone agents are never distracted by other tickets? Do you have agents flip their availability on and off to trigger the phone to ring

            1 5

            A

            

            1 year ago

1. Call goes into the queue<\/li>\t
2. Play wait queue for caller that says something like, \u201cAll agents are busy, please hold or press * to leave a voicemail.\u201d<\/li>\t
3. Append queue position<\/li>\t
4. I\u2019d like to enable callback so immediately after the queue position the Callback says something like, \u201cPress 1 to remain in queue or press 2 to leave a voicemail.\u201d<\/li>\t
5. If callers presses 1, it repeats the wait queue message above (#2) and the queue position.. over and over and over.<\/li><\/ol>

   This means the customer experience goes something like this: \u201cAll agents are busy, please hold or press * to leave a voicemail\u2026\u00a0You are number 1 in line\u2026Press 1 to remain in queue or press 2 to leave a voicemail...All agents are busy, please hold or press * to leave a voicemail\u2026\u00a0You are number 1 in line\u2026All agents are busy, please hold or press * to leave a voicemail\u2026\u00a0You are number 1 in line\u2026All agents are busy, please hold or press * to leave a voicemail\u2026\u00a0You are number 1 in line\u2026\u201d for the max time of the wait queue, which is 5 minutes. That\u2019s pretty annoying!<\/p>

   I\u2019ve played around with adding music at various lengths but then the customer doesn\u2019t hear the queue position or the callback message for several minutes.<\/p>

   How do you all handle this?\u00a0<\/p>","url":"\/managing-ivrs-and-call-flows-11370\/best-practices-for-messages-in-ivr-20737?postid=52170#post52170","creationDate":"2021-02-19T19:04:36+0000","relativeCreationDate":"2 years ago"},"isTopicUnread":true,"privateId":17599,"id":20737,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[],"forum":{"id":11370,"isIdeation":false,"url":"\/managing-ivrs-and-call-flows-11370","title":"Managing IVRs and Call Flows","description":"Using Freshcaller"},"url":"\/managing-ivrs-and-call-flows-11370\/best-practices-for-messages-in-ivr-20737","title":"Best Practices for Messages in IVR?","lastPost":{"id":54966,"author":{"id":17472,"url":"\/members\/harshaa-sridhar-17472","name":"harshaa.sridhar","avatar":"","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":1},"content":"

   Hi Stevens,<\/p>

   Hope you are doing well!<\/p>

   I wanted to quickly check if the issue with wait queue message repetition has been resolved. If not, feel free to send a message, and we will look into it :)<\/p>","url":"\/managing-ivrs-and-call-flows-11370\/best-practices-for-messages-in-ivr-20737?postid=54966#post54966","creationDate":"2021-08-03T09:45:51+0000","relativeCreationDate":"2 years ago"},"lastReply":{"id":54966,"author":{"id":17472,"url":"\/members\/harshaa-sridhar-17472","name":"harshaa.sridhar","avatar":"","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":1},"content":"

   Hi Stevens,<\/p>

   Hope you are doing well!<\/p>

   I wanted to quickly check if the issue with wait queue message repetition has been resolved. If not, feel free to send a message, and we will look into it :)<\/p>","url":"\/managing-ivrs-and-call-flows-11370\/best-practices-for-messages-in-ivr-20737?postid=54966#post54966","creationDate":"2021-08-03T09:45:51+0000","relativeCreationDate":"2 years ago"},"numberOfUnreadReplies":0,"numberOfReplies":2,"numberOfLikes":0,"relevantPost":{"id":52170,"author":{"id":30401,"url":"\/members\/tckstevens-30401","name":"tckstevens","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/11b524c9-682b-4e54-b010-637492c73fff.png","userTitle":"Apprentice","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","name":"Apprentice"},"userLevel":0},"content":"

   Does anyone have suggestions for how to improve our IVR messages? In particular, the wait queue and call back messages? Here\u2019s my situation:<\/p>

   1. Call goes into the queue<\/li>\t
   2. Play wait queue for caller that says something like, \u201cAll agents are busy, please hold or press * to leave a voicemail.\u201d<\/li>\t
   3. Append queue position<\/li>\t
   4. I\u2019d like to enable callback so immediately after the queue position the Callback says something like, \u201cPress 1 to remain in queue or press 2 to leave a voicemail.\u201d<\/li>\t
   5. If callers presses 1, it repeats the wait queue message above (#2) and the queue position.. over and over and over.<\/li><\/ol>

      This means the customer experience goes something like this: \u201cAll agents are busy, please hold or press * to leave a voicemail\u2026\u00a0You are number 1 in line\u2026Press 1 to remain in queue or press 2 to leave a voicemail...All agents are busy, please hold or press * to leave a voicemail\u2026\u00a0You are number 1 in line\u2026All agents are busy, please hold or press * to leave a voicemail\u2026\u00a0You are number 1 in line\u2026All agents are busy, please hold or press * to leave a voicemail\u2026\u00a0You are number 1 in line\u2026\u201d for the max time of the wait queue, which is 5 minutes. That\u2019s pretty annoying!<\/p>

      I\u2019ve played around with adding music at various lengths but then the customer doesn\u2019t hear the queue position or the callback message for several minutes.<\/p>

      How do you all handle this?\u00a0<\/p>","url":"\/managing-ivrs-and-call-flows-11370\/best-practices-for-messages-in-ivr-20737?postid=52170#post52170","creationDate":"2021-02-19T19:04:36+0000","relativeCreationDate":"2 years ago"},"numberOfViews":171,"contentType":"discussion","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshcaller-11322","categoryId":11322,"title":"Using Freshcaller","metaRobots":"index, follow","type":0},"lastPostId":"54966"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"5f1b9f9349812c12a3b30a51ca524a79c7579021","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}">

      

      

      tckstevens Apprentice

      张贴在广度、一个总经理d Call Flows

      Best Practices for Messages in IVR?

      Does anyone have suggestions for how to improve our IVR messages? In particular, the wait queue and call back messages? Here’s my situation:Call goes into the queue Play wait queue for caller that says something like, “All agents are busy, please hold or press * to leave a voicemail.” Append queue position I’d like to enable callback so immediately after the queue position the Callback says something like, “Press 1 to remain in queue or press 2 to leave a voicemail.” If callers presses 1, it repeats the wait queue message above (#2) and the queue position.. over and over and over.This means the customer experience goes something like this: “All agents are busy, please hold or press * to leave a voicemail… You are number 1 in line…Press 1 to remain in queue or press 2 to leave a voicemail...All agents are busy, please hold or press * to leave a voicemail… You are number 1 in line…All agents are busy, please hold or press * to leave a voicemail… You are number 1 in line…All agents are bu

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      2 years ago