IVR 2.0
A
Aaron Rajchel
IVR should have a play button to read the audio on that step as a caller would hear it. Transfer to Agent should have the ability to transfer to multiple people or a group of people. Last, the Call Reporting dashboard should be updated to allow viewing of IVR granular reporting, such as the number of presses of each prompt in the workflow.
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A
Aaron Rajchel
Also, need steps for hold music, manual delays, and forced disconnect of call.
Music because it's expected.
Manual delays to make it seem like the call is ringing to someone for a period and then if they don't pickup it goes to voicemail - adds authenticity.
Forced disconnect of call so someone doesn't call and then doesn't hang up for a while without performing an action like pressing a button.