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  • 1.  On a voice call would like to use script button to trigger a email

    Posted 20 days ago

    We want to create a workflow every time an agent has a complaint call.

    On a voice call, can we setup the script to have a button, so that when it is a complaint call, the agent can press the button which triggers an email

    with information that agent can enter in.


    #DigitalChannels
    #Routing(ACD/IVR)
    #Telephony

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    Gita Jogia
    Voice Consultant – IT Services
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  • 2.  RE: On a voice call would like to use script button to trigger a email

    Posted 20 days ago

    I would have a button that goes to a Complaint Page in the script.  On there, you should have fields that the agent can fill out quickly and then a button for Send.  This will run a data action to send an agentless Email through the API using the fields they filled out on the script page.  LMK if you need details. 



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
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    Original Message


  • 3.  RE: On a voice call would like to use script button to trigger a email

    Posted 19 days ago

    Yes please can you share details.



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    Gita Jogia
    Voice Consultant – IT Services
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    Original Message


  • 4.  RE: On a voice call would like to use script button to trigger a email
    Best Answer

    Posted 19 days ago

    Hi Gita,

    in case you do not have a agentless e-mail-domain / -server configured, you can use another way: Create a data action that starts a workflow (/api/v2/flows/executions) In the script store every needed data as output-variables. In the workflow you can get them with the "get conversation data"-Action and send the email with the "send notification" action.



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    Christoph Domaschke
    Produktmanager Kunden-Dialog-Center
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    Original Message


  • 5.  RE: On a voice call would like to use script button to trigger a email

    Posted 18 days ago

    Hi Gita,

    I would go with Christoph's suggestion to use a workflow. In this workflow, you can use either Agentless email Data Action or the workflow's action Send Notification.

    However, I would suggest the following: instead of using a button on the Agent script (note to be taken: using the button to invoke Data Action from the Agent script requires additional permission to be added to the Agent profile),  create a new wrap-up code eg "Complaint Call" and assign it to the respective queues. Then create a trigger on the topic "v2.detail.events.conversation.{id}.acw", set the trigger's filter using the wrap-up's uuid for wrapupCode, and use this workflow as the Workflow Target. 

    With this approach, the agent does not need to press the script buttons. They just need to be instructed to use wrap-up notes to enter the conversation information and to select the complaint wrap-up code. 

    Thanks,



    ------------------------------
    Tatjana Knezevic

    www.startelecom.cloud

    https://www.linkedin.com/company/star-telecom-www-startelecom-ca-/
    ------------------------------

    Original Message


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