Table of Contents:
1. Introduction
2. Incoming Call from a Known Number
3. Outgoing Call to a Known Number
4. Outgoing Call to an Unknown Number
5. Incoming Call from a Private Number
6. Agent View of Zendesk Calls
7. Creating a New Ticket
8. Muting and Unmuting Calls
9. Talking to Another Agent
10. Hanging Up Calls
11. Attaching Calls to Tickets
12. Incoming Call from a Private Number
13. Conclusion
**Incoming Call from a Known Number**
📞 Introduction:
In this section, we will explore the agent view of Zendesk calls and how it handles incoming calls from known numbers. We will see how Zendesk identifies the caller and creates a new ticket for the call.
📞 Agent View of Zendesk Calls:
When a call comes in from a known number, Zendesk's integration app recognizes it and associates it with a user in its database. The app pops up, displaying the user's name and other details. To accept the call, the agent simply clicks on the big accept button.
📞 Creating a New Ticket:
Once the call is accepted, a new ticket is automatically created. Some tags are generated, and the ticket description is pre-populated with relevant details. This makes it easier for agents to handle the call and provide efficient customer service.
📞 Muting and Unmuting Calls:
During the call, agents have the option to mute themselves by clicking on the mute button. This can be useful when consulting with another agent or discussing sensitive information. Agents can easily unmute themselves when they need to speak to the caller again.
📞 Hanging Up Calls:
When the conversation is complete, agents can hang up the call by clicking on the big red button. The ticket is then saved, and all the call details are added as a comment. This ensures that the conversation history is easily accessible for future reference.
**Outgoing Call to a Known Number**
📞 Introduction:
In this section, we will explore the process of making outgoing calls to known numbers using Zendesk's integration app. We will see how agents can initiate calls and attach them to existing tickets.
📞 Dialing Out:
To make an outgoing call, agents can dial the number using the keypad in the app. Once the number is entered, they can click on the big green call button to initiate the call. The app will display the name of the user associated with the known number.
📞 Attaching Calls to Tickets:
During the call, agents have the option to attach it to an existing ticket. This is particularly useful when the call is related to an ongoing issue or conversation. By attaching the call to the ticket, agents can maintain a comprehensive record of all interactions with the customer.
📞 Hanging Up Calls:
When the conversation is complete, agents can hang up the call using the appropriate button. The ticket is then saved, and the call details are added as a comment. This ensures that all relevant information is captured and easily accessible.
**Outgoing Call to an Unknown Number**
📞 Introduction:
In this section, we will explore the process of making outgoing calls to unknown numbers using Zendesk's integration app. We will see how agents can handle calls when the number is not associated with any user in Zendesk's database.
📞 Dialing an Unknown Number:
When agents dial an unknown number, the app recognizes that it is not in Zendesk's database. This triggers a different set of options for the agent to choose from. Agents can proceed to create a new user and ticket for the call.
📞 Creating a New User and Ticket:
Agents can easily create a new user by providing the necessary details. Once the user is created, a new ticket is automatically generated and associated with the user. This ensures that all relevant information is captured and organized for future reference.
📞 Hanging Up Calls:
After the call is completed, agents can hang up using the appropriate button. The ticket is then saved, and the call details are added as a comment. This allows agents to have a complete record of the conversation and easily access it when needed.
**Incoming Call from a Private Number**
📞 Introduction:
In this section, we will explore how Zendesk's integration app handles incoming calls from private numbers. We will see how agents can handle such calls and create new tickets if necessary.
📞 Identifying Private Numbers:
When a call comes in from a private number, the app displays it as a private number at the top. Agents have the option to find a user or ticket to attach the call to, or they can create a new ticket directly.
📞 Creating a New Ticket:
If agents choose to create a new ticket, they can do so easily within the app. The new ticket will be associated with the caller's ID, allowing agents to track and manage the conversation effectively.
📞 Hanging Up Calls:
Once the call is completed, agents can hang up using the appropriate button. The ticket is then saved, and the call details are added as a comment. This ensures that all relevant information is recorded and easily accessible.
**Conclusion**
In this article, we explored the various workflows of an agent at a call center using Zendesk's integration app. We discussed how the app handles incoming calls from known, unknown, and private numbers. We also looked at the process of creating new tickets, muting and unmuting calls, and attaching calls to existing tickets. Zendesk's integration app streamlines the call center experience, making it easier for agents to provide efficient customer service.
🌟 Highlights:
- Zendesk's integration app simplifies call handling for agents.
- Incoming calls from known numbers are associated with existing users and create new tickets.
- Outgoing calls can be attached to existing tickets for better tracking.
- Calls to unknown numbers prompt the creation of new users and tickets.
- Private number calls can be attached to existing tickets or create new ones.
- Muting and unmuting calls allows for seamless communication.
- Hanging up calls saves the ticket with call details as a comment.
FAQ:
Q: Can agents mute themselves during a call?
A: Yes, agents can mute themselves by clicking on the mute button in the app.
Q: How can agents attach calls to existing tickets?
A: Agents can attach calls to existing tickets by selecting the appropriate option in the app.
Q: What happens when a call comes in from a private number?
A: Agents can choose to attach the call to an existing ticket or create a new ticket for the private number call.
Q: Can agents create new users and tickets for unknown numbers?
A: Yes, agents can easily create new users and tickets for unknown numbers using the app.
Q: How are call details saved after hanging up?
A: After hanging up, the call details are added as a comment to the ticket, ensuring easy access to the conversation history.
Resources:
- [AI Chatbot Product](https://www.voc.ai/product/ai-chatbot)
