Either at the moment of signaling or when the agent accepts the incoming call, a phone ticket is automatically opened for the agent in the novomind iAGENT Desk using the Phoneticket app. All available information about the caller can be displayed in the phone ticket. In addition, configurable templates for call guidelines, notes or protocols can be automatically inserted into the phone ticket. This means that service staff are optimally prepared and can concentrate fully on the call and all relevant details. In addition, less time has to be spent writing notes, so AHT (Average Handling Time) and waiting times for callers are reduced and customer satisfaction is increased.
Phone ticket configuration in novomind iAGENT Supervisor:
