Das Szenario
A customer service call is received and routed to the appropriate department based on IVR selection. The agent attempts to resolve the issue; if not, the call is escalated to a supervisor.
Was diese Zeichnung zeigt
Die dahinterstehenden Entscheidungen verstehen.
01
IVR department selection
02
Issue resolution by agent
This flowchart is applicable to call centers using an automated attendant for routing and a defined escalation procedure.