It would be amazing to offer data-dipping within the phone tree. I envision two broad scenarios:
1. The caller has a ticket number. Enter the ticket number before entering the queue so the agent is displayed the ticket upon accepting the call.
2. Present a prompt to enter an "account number" or other identifier that is tied to a user (or potentially organization) custom field. This allows a ticket to be associated even if a phone number match does not occur. Also, if this information is used for identity verification, it can save a step when a conversation begins.
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