- The Create Task component helps the admin automate the handling of callback requests or generic requests from customers instead of having them wait in the queue for a longer time.
- This component will receive inputs from the previous components and pass the data down to the following component which will act as an input for further processing.
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- From: When a task is assigned to the agent, the From field helps in displaying the number to which the callback request needs to be made. This is usually selected as {{Start.call.from}} which is the caller’s number.
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Type:
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Generic: When this option is selected, and when a generic task is assigned to an agent, the agent can either call, send a message etc. to the caller based on the issue/query type.
- Example:
- To create Customer Satisfaction Surveys - Create tasks for agents to conduct post-interaction surveys with customers to gather feedback and improve service quality.
- Follow-up and Case Resolution: Generate tasks for follow-up actions after a customer call or inquiry. This can include verifying that a solution provided to a customer resolved their issue or arranging further assistance.
- Example:
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Callback: This option is selected to schedule a callback to the caller. Once a callback request is assigned to an agent, the agent needs to callback the customer/caller at a feasible time.
- Example Scenario: The caller reaches out to a Support Number
- The caller would like to exit the queue instead of waiting in the queue and schedule a callback when the agent(s) are available.
- As soon as there is an incoming call, the flow will check if the call is within business hours
- If it is within business hours, there is a “Queue and Route” component that reads a message to the caller. At the same time, the component reads the message that they can exit the queue and schedule a callback by pressing a particular digit.
- We have the attribute “Key Presses to exit queue” where we can set the digit that can be pressed by the caller to exit the queue
- If the caller presses the digit, the ongoing request will be terminated and a task will be created.
- After the task is successfully completed, the callback is queued and then assigned to the agent(s) when they are available which is done with the “Queue and Route” component.
- Example Scenario: The caller reaches out to a Support Number
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Generic: When this option is selected, and when a generic task is assigned to an agent, the agent can either call, send a message etc. to the caller based on the issue/query type.
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Message: This is the message that would be displayed to the agent when the callback request is assigned to them
Message displayed to the agent:
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Queue Position:
- Hold Position: The position of the caller will be maintained and assigned to the agent(s). Say, if the caller was at the 10th position while requesting a callback, that position will be reserved for the caller even after they drop off.
- Last in the queue: The request will be put last in the queue. Say, a caller is in the 10th position while requesting a callback. Meanwhile, 5 more callers join the queue after the caller. So, when the request is raised, it will be queued after the 15th caller.
- Success Prompt(optional): The prompt/message that would be played to the caller after the task is successfully created. The success prompt can either be entered in text or audio format.
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