On Premises

IDR Questions

Conversational design

Before you start take your time to create the IDR Interactive Dialogue Response (IDR) is an application to take orders via keypad or button through a computer. By choosing menu options the contact receives information, without the intervention of a human operator, or will be forwarded to the appropriate Agent. dialogue according to the following conversational design principles:

  • Quality - Make sure the message is clear and can only be interpreted one way.

  • Quantity - Only include a message when it serves a clear purpose.

  • Relation - Keep things relevant.

  • Manner - Get to the point, within the cultural and branding boundaries of your organization.

To do so: map the dialogue on paper, organize role playing workshops and involve marketing and branding specialists. Take your time, after all there is no second chance for a first experience.

 

Purpose

Adding the IDR to the UCC A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). A UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location., replaces the direct chat endpoints with chat menus. For example "press 1 for sales, press 2 for support".

 

Activating

  • Make sure the setting "EnableIDR" is true.

  • Make sure there are questions in IDR

  • Remove Skill from Chat Endpoint, so it only has modality chat.

 

Explanation per field

In order to manage IDR Questions, the following screen should be filled in:

Item

Description

Title

This field contains the title of the IDR Question.

Note: IDR Questions are played ordered by Choice and need to start with “Question “.

Parent

If this IDR Question should be offered after a previous IDR Question is chosen, select this specific IDR Question as its Parent question.

Question

This field contains the message that will be shown to the customer.

Choice

This field contains the choice a customer should enter in order to select the question.

Answer

If this IDR Question is selected the contents of this field will be shown.

Skill

If this IDR Question is selected and customer should be redirected to an Agent, select a Skill an Agent should have in order to help the customer.


Create/Edit/Remove item

Item can be created, edited or removed.

Warning: Updates to the system take place in real-time. Entering the incorrect information here may cause issues with your software. Proceed with caution.