Voice Calls
What is the status to use for additional ACW?
Admin
Transcriptions cannot be edited.
True
What is the widget called?
Omni-Channel Widget
What should you do before leaving for the day?
Change status to Offline
Callback is an option for customers
False
What phase are we in for our Contact Center Transformation?
Phase 1
How to transfer call to Utilities (or other teams not using AWS)?
Manually transfer to that team, starting with '1' followed by the corresponding number.
AI summaries are not always accurate and need to be verified before saving.
True
What should you do if the contact information in VC record is invalid. For example, email is noname@noname.com or an inaccurate phone number?
1) Ask questions to get accurate information
2) Update contact details within VC record
Can a VC record be associated with more than one case?
Yes, but not at this time.
Associate VC record with singular case.
When transferring a call, stay on the line do not leave call until it is answered.
False.
Leave the call immediately; otherwise, the customer will not hear the prompts or messaging for that queue.
What happens if a customer opts out of recording?
1) Call recording button greys out
2) No transcripts get generated
3) No AI summary gets generated
4) CSR needs to manually update the summary
When handling an Outbound call what should you verify with the customer before continuing with the call?
If customer is okay with being recorded.
False
Doesn't relate the VC record to case.
Why is it important to review the call summary and ensure its accuracy for all three fields: Issue, Summary and Resolution?
1) So the Voice Call record is accurate
2) We are building AI capabilities and knowledge with every edit we make (self-learning)
3) We will have agent assist in the future