contact flows Flashcards
what does a contact flow define?
customer experience with your contact center from start to finish
By default, what kind of users have security profiles with permissions for contact flows?
Admin
CallCenterManager
agent hold flow
the experience the agent has when on hold
agent transfer flow
agent experience when transferring a contact to another agent by quick connects
what blocks are in the default agent hold flow?
a loop prompt plays “you are on hold every 10 seconds”
what blocks are in the default agent transfer flow?
play prompt with message: transferring now; then transfer to agent block used to transfer contact to the agent
customer queue flow
used when a customer is placed in a queue
what blocks are in the default customer queue flow?
Loop with one-time voice prompt, plays music, cs remains in loops until ther call is answered by agent
what is the default customer whisper flow?
uses Set whisper flow block to play a message for the customer when them and agent are both on the call
what do you use to override the default agent whisper in voice conv?
set whisper flow block
what do you need to include for chat convs for default agent or customer whispers to play?
set whisper flow block
what is the default agent whisper flow?
contact flow uses Set whisper flow block to play a message for the AGENT when them and customer are both on the call
what is played to the agent in the default agent whisper flow?
name of queue
how is the name of the queue played to the agent in the default agent whisper flow?
it id’s the queue that the customer was in
how is the name of the queue retreived so it can play the name to the agent in the default agent whisper flow?
name of queue is retrieved from the sys var $.Queue.Name
