Call Event Workflow IVR

Updated

3 months ago

This guide explains the Call Event Workflow IVR in Sprinklr, which enables automated workflows based on call events and transfer types. It outlines how Participant ID is utilized in IVR scenarios and the newly added support for call events in the Voice Application.

The Call Event Workflow IVR supports a variety of call events and transfer types, enabling admins to create flexible and dynamic workflows for voice ticket creation. The new call event types and automated actions provide enhanced reporting capabilities, allowing for better performance management and improved customer service experiences.

Configure IVR in Voice Inbox Assignment

Admins can select a predefined IVR to run during Voice Inbox Assignment. This configuration ensures that the Participant ID is captured when a call is assigned, allowing for smooth voice ticket creation.

Call Event Types

The following call event types are supported by the IVR system. These events trigger specific actions during call handling:

Call Event Type	Description
TRANSFER_CALL_OFFERED	Triggered when a secondary agent receives a call popup (i.e., secondary agent inbox assignment).
CALL_TRANSFERRED	Triggered when the call is fully transferred to a secondary agent.
CALL_OFFERED_VIA_IVR	Triggered when the call is received through IVR and the customer connects to the first agent.
AGENT_ACCEPTED_CALL	Triggered when an agent receives an inbound call.

Transfer Types

The following Transfer Types define how calls are routed and transferred between agents and queues:

Transfer Type	Description
WARM_TRANSFER_TO_QUEUE	Transfer made to a queue using a warm transfer.
WARM_TRANSFER_TO_AGENT	Transfer made directly to an agent using a warm transfer.
WARM_TRANSFER_TO_EXTERNAL_NUMBER	Transfer made to an external number using a warm transfer.
BLIND_TRANSFER_TO_QUEUE	Transfer made to a queue using a blind transfer.
BLIND_TRANSFER_TO_AGENT	Transfer made directly to an agent using a blind transfer.
CONNECT_BACK_IVR_TRANSFER	Call received through IVR and the customer is connected to the first agent.
END_CALL_IVR_TRANSFER	Call received through IVR and the customer is connected to the first agent, ending the call.

Agent and Participant IDs

During the call handling process, the system tracks the following IDs:

AGENT_ID: Represents the agent assigned to handle the call via inbound inbox assignment.
TRANSFER_INITIATOR_AGENT_ID: The agent who initiated the call transfer.
TRANSFER_AGENT_ID.ASSET_ID: The agent who will receive the transferred call. Additional agent-specific fields can be accessed using the dot operator.
PARTICIPANT_ID: The unique identifier for each participant during the inbox assignment process.

New Call Event Types

The IVR system now supports additional call event types, allowing customized actions when specific call events are triggered. These include events related to call disconnections:

Call Event Type	Description
OFFER_REJECTED	Triggered when a call offer is rejected.
OFFER_FAILED	Triggered when a call offer fails.
OFFER_CANCELED	Triggered when a call offer is canceled.
OFFER_MISSED	Triggered when a call offer is missed.
AGENT_DISCONNECTED	Triggered when an agent disconnects from the call.

The disconnect call event types can be used in the following scenarios:

1. Updating Agent Status

Automatically update an agent's status based on specific call events (e.g., missed calls can set the agent status to "Unavailable").

2. Updating Skills

Dynamically adjust an agent's skills based on call events. For example, failed offers might result in specific skill modifications to improve call handling.

3. Tagging Custom Fields

Automatically tag calls with custom labels (e.g., "High Priority" for missed calls or "Follow-Up Required" for rejected offers) based on the call events.

Call Event Types for Outbound Calls

Call Event Workflow IVR can be used for outbound call scenarios. With this feature, workflows can be triggered when outbound calls reach certain call end events. This functionality was previously limited to inbound calls but now includes outbound interactions, allowing for more comprehensive automation.

Note: This feature DP (ALLOWED_OUTBOUND_EVENTS_FOR_CALL_EVENT_) controlled, which is exclusively applicable to outbound call events. Inbound call workflows remain unaffected by this configuration. Reach out to your Success Manager to enable this feature in your environment.

Outbound Call Events

The following Outbound Call Events can trigger workflows. While some events are common to both inbound and outbound calls, others are specific to outbound call scenarios:

Call Event Type	Description
AGENT_DISCONNECTED	Triggered when the agent disconnects from an outbound call.
AGENT_DISCONNECTED	Triggered when the customer disconnects from the call.
AGENT_ACCEPTED_CALL	Triggered when the agent accepts the outbound call.
CUSTOMER_ACCEPTED_CALL	Triggered when the customer accepts the call.
AGENT_REJECTED_CALL	Triggered when the agent rejects the outbound call.
CUSTOMER_REJECTED_CALL	Triggered when the customer rejects the call.
OFFER_ACCEPTED	Triggered when the offer for the call is accepted.
OFFER_REJECTED	Triggered when the offer for the call is rejected.
VOICE_BOT_ENDED_CALL	Triggered when the voice bot terminates the outbound call.

By leveraging these of call events and transfer types, admins can configure dynamic workflows that streamline voice ticket creation, improve agent performance, and ensure seamless customer experiences. With new support for outbound call events, the IVR system now offers even greater flexibility, allowing for comprehensive automation across all types of voice interactions.