Ability to Enter a Case ID
Problem Statement
Currently, call queue calls only display the call group and caller ID of the incoming call. This limits the ability of call handlers to quickly identify and address specific issues, particularly for complex or recurring cases.
Proposed Solution
Implement a feature that prompts callers to enter a 5-digit numeric case ID during the call queue process. This case ID will then be displayed to the call handler who answers the call, providing additional context and facilitating efficient resolution of the issue.
Expected Benefits
Faster Issue Resolution: Call handlers can quickly identify the nature of the issue and access relevant information.
Improved Customer Experience: Reduced wait times and more efficient problem-solving.
Enhanced Call Center Efficiency: Streamlined call handling processes and increased productivity.
Technical Requirements
IVR System Integration: The IVR system should be configured to prompt callers to enter a 5-digit case ID.
Call Queue Display: The 5-digit case ID should be displayed alongside the call group and caller ID on the call handler's screen.
RYAN
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