Voice Scenarios

Vocabulary

Join Conversation — The agent opens the conversation, but this does not imply being part of the conversation.

Answer — The agent is the first one joining the call, which has impact on transitioning the customer between states.

Join Call — The agent joins the call.

Leave Call — Stopping the participation in a call without impacting the other participants. Leave applies only to agents/bots, not the customer.

Hang Up — Ending the call for all participants. No one stays on the call.

Listen — A user joins the call, nobody else hears them, but they hear everybody.

Whisper — A user joins the call, customers cannot hear them, but other agents can.

Mute — The call is muted. The customers do not hear the agents. The customer listens to the music. Agents do not hear the customers.

Open Questions

1. End of queue engagement — on join vs. on answer

2. Preparation time — we should measure it between join and answer

3. Engagement Type of joining the conversation — “Agent” by default and switch to “Supervise” on whisper listen

4. Use engagement type = Supervise also for other engagements in which the customer does not respond to anything

General Rules

• Agents who listen or whisper are not considered handling the customer. This means their presence does not influence whether the customer transitions to needs help, etc.

• We never hang up from our own initiative. Always considered an error on our side. There are 3 options how the call is hangup:
  • Customer hangs up.

  • Agent hangs up.

  • Bot tells us to hang up.

• Customer never leaves the call, but always hangs up. Calls do not continue after the customer hangup or after the customer is in any way kicked out of the conversation.
  • Outbound

• When customer is the only on the phone. The conversation MUST be in Needs Help (no matter its state — customer can be talking, on hold)

• During hold customer does not hear any agent. Any agent including bot does not hear the customer. Customer hears music. Also no party should be recorded during hold.

Abandoned Inbound Call (no Voice Bot in Place)

The customer calls, no bot is set up, and the customer hangs up before the agent gets to join the conversation.

See Untitled

1. Customer calls in

2. Live Conversations show customer in Needs Help

3. Customer hangs up

4. Live Conversation disappears from Live Conversations

5. NNNNN The conversation will appear in Reach back

Abandoned Inbound Call After Agent Joined

1. Customer calls in

2. Live Conversations show customer in Needs Help

3. Agent Joins the Conversation

4. Customer hangs up

5. Live Conversation disappears from Live Conversations

6. Agent Starts Outbound Call

7. NNNNN The conversation will appear in Reach back

Agent Leaves the Covnersation

Abandoned Outbound Call

1. Agent starts a New Conversation

2. Agent starts a call

3. Agents hangs up

4. Agent leaves the conversation

Inbound Bot-Only Call

The customer calls in, and the call is handled simply by a bot; no escalation to a person happens.

1. Customer calls in

2. Live Conversations — Forward the customer to the voice bot

3. Live Conversations — The conversations shows in All in Progress

4. … Voice Bot — Talks to the customer

5. Customer (or Voice Bot) — Hangs up the call

Bot With Escalation to an Agent

This is actually a cold transfer from a bot.

1. Customer — Calls in

2. Live Conversations — Forward the customer to the voice bot

3. Live Conversations — The conversations shows in All in Progress

4. Voice Bot — Asks for help

5. Live Conversations — The conversation shows in Needs Help

6. Agent #1 — Clicks Join

7. Agent #1 — Clicks Answer

8. … agent and customer talk

9. Customer — Hangs up

10. Agent is kicked out of the call (wrap up phase starts)

11. Agent clicks Resolve

Escalation while Listening

An agent escalates to another agent while somebody is listening.

1. …

2. Agent #1 — Joins Conversation

3. Agent #1 — Answers Call

4. …

5. Agent #2 — Joins Conversation

6. Agent #2 — Listens to Conversation

Inbound Call Cold Transfer

1. …

2. Agent #1 — Joins the conversation

3. Agent #1 — Answers the phone

4. …

5. Agent #1 — Asks for help

6. Live Conversations — The conversation shows in Needs Help

7. Agent #1 — Leaves the call

8. Agent #1 — Leaves the conversation

9. …

10. Agent #2 — Joins the conversation

11. Agent #2 — Answers the phone

12. …

Listening, Whisper

1. …

2. Agent #1 — Joins the conversation

3. Live Conversations — Remove conversation from Needs Help

4. Agent #1 — Answers the call

5. …

6. Agent #2 — Joins the Conversation

7. Agent #2 — Listens to the call

8. …

9. Agent #1 — Leaves the call

10. Live Conversations — Put the conversation to Needs Help

11. Agent #2 — Leaves the call

12. Agent #2 — Leaves the engagement

From Whisper to Join Call

The supervisor first just listens to a conversation but then decides to join a conversation.

1. …

2. Agent #1 — Joins the conversation

3. Agent #1 — Answers the phone

4. …

5. Agent #2 — Joins the conversation

6. Agent #2 — Whispers to conversations

7. …

8. Agent #1 — Leaves the call

9. Live Conversations — Wrap Up starts

10. Agent #1 — Completes the conversation

11. Live Conversations —

12. Live Conversations — Shows conversation in Needs Help

13. Agent #3 — Joins the Conversation

14. Agent #3 — Joins the Call

15. Agent #2 — Leaves the Conversation

16. Agent #3 — Leaves the Call

17. Agent #3 — Leaves the Conversation