Creating IVR scenarios according to the status of your agents

To avoid making your callers wait indefinitely for someone to pick up the phone ⏱, you can route them directly to the next step in your IVR depending on the status of your agents (not connected, on pause, out of hours, already on a call). 👌 This will help lower queue times thanks to personalized call queues and improve your brand's image. ✅

 

Step 1: Access scenario modification

 

💻 Go to your Dashboard, in the section of Voice Standards

 

• Click on the "modify" button of the standard for which you want to make changes 🖊️

 

• Click on "configure" for the scenario you want

 

• Select the step you want to modify by clicking on its gear icon: In our example, we click on "Redirect to" > "Ringover users"

 

 

Step 2: Set routing rules according to agent status

 

Click on the configuration option for the step, in the advanced settings, "Move to the next step if all agents are" allows you to choose in which case callers will be redirected to the next step:

 

 

 

1 - Offline

Sends the call to the next step if all agents are offline.

 

2 - On snooze

Sends the call to the next step if all agents are in snooze mode.

 

3 - Outside working hours

Sends the call to the next step if outside agent hours.

 

4 - On the phone

Sends the call to the next step if all agents are already on the phone.

 

Good to know:

• Expert mode also allows you to repeat the loop as many times as you wish ✌.

 

💡 Here, calls will be sent to the next step if all agents are either offline or on pause. If a call comes in outside your agents' hours or if all agents are already on a call, the caller will have to wait in the loop for 2 minutes if no one picks up before. Since the loop is configured to repeat once, callers will have to wait for a maximum of 4 minutes.

 

Check out our article 📰 6 Tips for Effectively Managing Call Hold Time