Pop up window appearing when incoming call , showing extra info for agents for that brand
Answered
Posted Feb 18, 2022
We have multiple brands with multiple telephone lines.
In order to make it easier for our agents to help the customer; we would like to have a 'pop up window' appear when an incoming call comes , that show the particularities related to that brand; such as technical support email adres, technical support phone number for that brand; contact person for difficult questions; etc.... so our agents have this info directly on the screen, with each incoming call and can so help the customer much faster.
6
5
5 comments
Official
Rohan Gupta
Hi Everyone,
Thanks for the feedback!
I am coming on this thread with a couple of workarounds which might be beneficial for obtaining the above functionality:
1) Using triggers to update the ticket: A custom ticket field can be created, such as Agent_Context - which can be populated by a trigger with the relevant information. Which in turn will be displayed to the agent on the ticket when the agent picks up the call. Any trigger conditions can be used in combination to populate the ticket with relevant context.
In this respect, an internal note comment can also be populated with relevant information via a trigger.
Example:
2) The phone line can be assigned a nick-name which will be shown to the agent when picking up the call. Right nickname can help agent identify which line the call is coming on.
Hope these help!
Thanks
Rohan
0
Official
Rohan Gupta
Hi Everyone,
Thanks for the feedback!
I am coming on this thread with a couple of workarounds which might be beneficial for obtaining the above functionality:
1) Using triggers to update the ticket: A custom ticket field can be created, such as Agent_Context - which can be populated by a trigger with the relevant information. Which in turn will be displayed to the agent on the ticket when the agent picks up the call. Any trigger conditions can be used in combination to populate the ticket with relevant context.
In this respect, an internal note comment can also be populated with relevant information via a trigger.
Example:
2) The phone line can be assigned a nick-name which will be shown to the agent when picking up the call. Right nickname can help agent identify which line the call is coming on.
Hope these help!
Thanks
Rohan
0
Evy H.
+2 the ability to configure pop ups with context based on what phone number the caller has called or organization they are in
0
Muntaz Shabber
In coming calls didn’t shows how can find out missing calls
0
Anastasia Kachanova
+1
1
Rohan Gupta
Hi Brecht,
Thanks for the feedback!
This functionality is not in our roadmap at the moment. We will put it in the backlog for future consideration.
Thanks
Rohan
-1
Sign in to leave a comment.