Supervisors can now proactively manage high voice-queue volumes by redirecting queued voice cases to an informational IVR directly from the Supervisor Console.

From the Case Monitoring Dashboard, Supervisors can select one or multiple queued voice cases and use the new Redirect to IVR action to transfer them in bulk to a chosen IVR flow. This helps inform customers about increased wait times, reduce queue congestion, and improve overall customer experience during peak loads.

Steps to use this feature

1. The Supervisor navigates to the Case Monitoring Dashboard in the Supervisor Console.

2. From the list of cases, hover over the three dots next to the case to redirect to IVR and select Redirect to IVR. The Redirect to IVR confirmation window opens.

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3. Selects an IVR flow from the dropdown and click Redirect. The case is redirected from the queue to the chosen IVR flow.

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After the case or cases are redirected to the selected IVR, a message appears that “All voice cases were successfully transferred to IVR <IVR Name>”

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