Agent script Cache
Enable agents to capture notes and key caller details (e.g., customer account number, case summary, intent) directly within the agent script, with the ability for this information to persist and be automatically passed along when a call is transferred to another RCX agent.
Currently, when calls are transferred between agents, contextual information gathered by the first agent (such as notes, customer details, or conversation summary) is not retained or visible to the next agent. This results in:
1. Repetition for customers who need to restate their concern
2. Increased handling time
3. Potential inconsistencies in customer experience
4
votes
Ryan
shared this idea
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Darlene
commented
Feature request associated to 04433022 - Fabian Oil
Idea created by RCX Engineer in behalf of the client.