IDR Questions

Conversational design

Before you start take your time to create the IDRInteractive 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 UCCUCC stands for Unified Contact Center and consists of a queue that can be handled by Agents Each Contact Center has its own settings, interactive voice response questions and Agent with specific skills. Agents can be member of, or sign up to, one or more Contact Centers., 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.


IDR Question Create/Edit/Remove

IDR Questions can be created, edited or removed.

Warning Updates to the system are real-time; therefore wrong entries might cause malfunctions.