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Receive Customer Calls

  • Accepting New Customer Service Requests
        1. Incoming customer calls are displayed in the agent desktop app or on top of all the current open applications. You can see the incoming number as well as the contact information from the CRM (if there is an active integration with Plivo CX service) along with the ticket(s) if any. Click the green phone icon to connect to the customer and display the conversation in the Active section. Click the red phone icon to dismiss the call.

  • Handling Customer Conversations
    1. When you connect with an incoming customer call, the screen will change to show the active conversation. The left pane shows details about the call. You can take notes in the middle pane. The right pane shows customer details and any active tickets (if there is an integration enabled with Plivo CX Service).

    2. You can create a new ticket for the current conversation by clicking Create Ticket, or associate the conversation with a previous ticket by clicking the Associate Conversation button next to one of the active tickets in the right pane. When the ticket is associated, you can view the entire past conversation history to gather more context.
    3. When your conversation is finished, click the red end call button at the top right of the conversation pane. You can now start the wrap-up, steps mentioned here.