In order to provide high quality customer service, it is often desirable to perform tasks on a queued session, in order
- to retrieve data about the caller, and manage the session based on that data
- for the system to provide information to the caller while in the queue
- for the caller to provide information to the system while in the queue.
As these tasks are performed before a session is dequeued to an agent, queued calls retain their position in the queue, and therefore give an accurate representation for reporting purposes of the activity that took place.
Softdial Contact Center™ (SCC) provides this functionality using in-queue scripts, created within Softdial Scripter, Sytel's powerful and intuitive work flow design tool. Scripter allows a non-developer to create complex and flexible task flow without needing to write code.
Tasks that can be performed on a queued session include:
- Playing recordings or text-to-speech to the caller, e.g. queue position or average wait time
- Using a caller's CLI/ originating address to identify the caller, by performing a lookup against a database, using Scripter's SQL Query and Data Lookup steps.
- Re-queueing a call based on the result of a query. For example, if a caller is identified as having a particular customer profile such as overdue for a bill payment, the call can be redirected to a queue specialised for collections.
- Assigning a specific agent to a session. For example, if the caller has been in contact with the contact centre in the last 24 hours, the last agent they contacted could be deemed to be the right agent to help them again. If that agent is currently logged in, the session may be tagged to be delivered to them as soon as they become available.
- Having the customer complete a survey while they are waiting. This allows the customer's time in the queue to be used in a way that is productive to the contact centre. The survey length could be determined by the caller's expected wait time: the longer the wait, the more survey questions may be asked.
Within Scripter, logic and flow are defined using 'steps', similar to flow chart blocks. Business processes can easily be mapped to these steps, making the process of defining what should happen to each session a job for a person with business experience.
Scripts are assigned to queues. When a session enters a queue, the assigned script runs and the steps defined are actioned.
Below is a screenshot from Scripter Designer, showing an example step flow for an in-queue script.
In this example, a recorded message is played to the caller while in queue, to advise them of their queue position, followed by hold music.