Passing IVR Info to Agent

How many times you called a company and entered all your information to its IVR, and when connected to a service agent, you have to repeat the same information again? This is annoying and wastes everyone’s time.

The good news is that you can easily solve this problem by Voicent IVR Studio. The following example shows how to collect an order ID before a call is passed to an agent.

Set Call Parameters in IVR App

Any information collected in IVR can be passed to agent using call parameter variables. In the example, once the order ID is collected by the IVR OrderId element, the value is saved in the last result of IVR app. To pass that value to agent, open the Sales element, select the Action tab, then click New; Choose set variable value. Choose __VG__UPDATE_CALL_PARAM__. in the variable drop down box, enter any name such as “orderid” on the right, then set the expression to __VG__LAST_RESULT__.

That’s it. When customer call in, entered the order ID info, the call parameter variable or variables are displayed in the Voicent agent Dashboard software.

Use Call Parameters in Agent Script

In addition, you can also use these call parameters in agent script. For more info, please see Advanced call center agent scripting.