Announcing IVR keypress tagging in Zendesk Talk for omnichannel routing

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11 Comments

  • Tobias Hermanns

    Hi Rohan Gupta

    Can you share a use-case example of a real scenario?

    I can´t understand based on screenshot how tags for finance / billing team, should help if the call land into "Support Group".


    Thanks

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  • Shaun Murray

    This is just one more reason I wish Omnichannel routed calls to agents who aren't actively making changes in Zendesk so we could actually use it...

    The use case we would have for this is post-call surveys. Right now our agents have to ask customers if they are willing to do a post-call survey, with this we could have the option in our IVR.

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  • Tobias Hermanns

    Shaun Murray

    We have it currently, like Option 1 for English, Option 2 for Regional language.

    Then in Regional Language:

    1 Voicemail
    2 Callback Request
    or waiting....

    So you say, let them press "3" could route them to the same team, but they can hang up with an IVR message, waiting for a call back?

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  • Shaun Murray

    You could likely use it for that, it seems like a useful idea. Here's and example of how we would use it:

    1 Sales, 2 Support

    Then

    1 Yes to post call survey, 2 No to post call survey. (This wouldn't affect routing, would simply add a yes_post_call_survey or no_post_call_survey tag).

    Then after the call is complete and the ticket solved it will send a survey if the customer chooses yes.

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  • Tobias Hermanns

    The article talked about Omni Channel Routing, here each call automatic create a ticket by default, so we use our default "E-Mail and Web-Form" to trigger a survey after a call (send out mail) but this is limited as many customer call us we don´t know the e-mail, so for this I was hoping on a way to end call and bring them into a call rating (IVR after hangup)...


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  • Amie Brennan

    hey Rohan Gupta

    When will this feature be available for customers who DO NOT use omni-channel routing? There are probably more customers using traditional Talk compared to those who are using omni-channel routing and they have been crying out for this feature for years. 

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  • Rohan Gupta
    Zendesk Product Manager

    Hi Tobias Hermanns and Shaun Murray,

    Thanks for engaging on the thread and the comments. I will try to resolve them one by one in the next comments.

    Hi Tobias Hermanns,

    Can you share a use-case example of a real scenario?

    I can´t understand based on screenshot how tags for finance / billing team, should help if the call land into "Support Group".

    The image in the announcement does not depict a particular scenario but shows the place and experience of setting tags in the Talk IVR settings.

    However, a near real scenario to the image that we have heard from customers:

    • Setup: There is a single group to catch all voicemails coming into the contact center. (Support group). Which then can be picked by agents.
    • Setup: There is phone tree with multiple levels - on say third level we have identified that the query of the caller is related to billing or finance. 
    • Caller: Now when the caller presses 1 for voicemail, caller goes to the voicemail - leaves the message and the system tags it as Billing and finance, helping agent distinguish type of customer query without listening to the voicemail. 
    • As an admin you can also build reports on these tags.

    I am assuming your query might be coming from the perspective on how best to utilize the functionality.

    In which case, if the IVR keypresses are tagged, omnichannel routing allows adjusting skills, priority and routing group based on the tags. Here is link to a workflow where tags and triggers in combination influence routing. 

    Reading your next comment - your contact center uses language skills in the IVR, in which case you can assign tags and then language skills or priority for your query. This can also simplify number of groups you have to manage for agents. It might depend on the overall setup but just initial thoughts.

    If you are not yet on omnichannel routing, please read this article . It has the details as well as the current limitation.

    I was hoping on a way to end call and bring them into a call rating (IVR after hangup)...

    Apologies, this release does not solve after hangup IVR, we are noting it as a feedback for future.

    Thanks

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  • Rohan Gupta
    Zendesk Product Manager

    Hi Shaun Murray,

    Thanks!

    This is just one more reason I wish Omnichannel routed calls to agents who aren't actively making changes in Zendesk so we could actually use it...

    Are you referring to the skills timeout, after which an agent action is necessary to overflow the call to rest of the agents? - This is in the mind of our collegues in the routing team. cc Barry Neary

    Just for clarification purpose - If you are not using skills timeout, then the call gets routed without the need of any agent action.

    The use case we would have for this is post-call surveys. Right now our agents have to ask customers if they are willing to do a post-call survey, with this we could have the option in our IVR.

    With tags it can be an option in the IVR.

     

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  • Rohan Gupta
    Zendesk Product Manager

    Hi Amie Brennan,

    Thanks for the comment!

    The functionality is only available for omnichannel routing. Many benefits of tagging an IVR keypress can be achieved in the omnichannel world with the combination of triggers to influence routing.

    As lots of new features are coming out in the omnichannel world we encourage you to explore omnichannel routing. Let us know if you have any concern or feedback regarding the same or you want to discuss any hurdles in migrating to omnichannel routing.

    Thanks

    Rohan

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  • Shaun Murray

    Hi Rohan Gupta,

    You are correct, I was referring to the skills time-out not being functional (requiring available agents to do things in ZD constantly makes it nearly useless, I'd love ZD to be the only place we work, but that isn't yet the case for us). Barry has stated it is supposed to be ready in Q1 (and has been excellent about posting updates when requested, thank you Barry!), but it was originally supposed to be ready this quarter. I keep seeing cool features we would like to use that are locked behind a non-functional part of the product and that makes me want to poke the bear a bit :D. 

    I do understand that only affects the skills timeout. But with ZD's decision to remove backup groups in Omni-channel we cannot use Omni-channel without skills timeout being functional.

    The fact we could do that with tags in the IVR was why I posted that. My company is excited that we will be able to use this feature to streamline our survey requests once Omni-channel is a working product!

    Thanks,

    Shaun

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  • Tobias Hermanns

    You are correct, I was referring to the skills time-out not being functional (requiring available agents to do things in ZD constantly makes it nearly useless, I'd love ZD to be the only place we work, but that isn't yet the case for us). Barry has stated it is supposed to be ready in Q1 (and has been excellent about posting updates when requested, thank you Barry!)

    Shaun Murray

    Same limitation for us, i was wondering last week why our "English Group" with "Language Skills" had long waiting times for other languages, but a lot of Agents "keep Online" and got informed, that there is no "real timeout" happen without changes. So I disabled all Skill feature to improve our waiting times which is working now.

    Also waiting for this change happen in Q1 next year, and also still waiting that Callback Request and Voicemail Tickets will be include in Omni Channel engine for assignment!

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