Initiating a call from a messaging interaction

Customer service representatives (CSRs) resolve customer queries by initiating calls during chat interactions. When a customer becomes unavailable to chat, but available to take a call, the CSR can initiate a phone call in the middle of the chat to make it easier to gather the information required to resolve the issue.

Débutant

Chat and Messaging

Anglais

Après avoir terminé ce module, vous pourrez :

Enable CSRs to initiate mid-chat calls by assigning the click-to-call skill to CSRs and enabling computer telephony integration.

Initiate an outbound phone call from a messaging interaction.

Disponible dans la mission suivante :

Pega Digital Messaging v3

Rubriques

Initiating a phone call from a messaging interaction

5 mins

Quiz du module

5 mins