Lo scenario
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.
Cosa contiene questo disegno
Leggi le decisioni che ne stanno alla base.
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.