XCALLY Zendesk Plus

The new XCALLY – ZENDESK integration provides effective Ticket pop-up when a voice call is transferred from an Agent1 belonging to a Queue1 to an Agent2 belonging to a Queue2: in this case Agent1 and Agent2 will be able to work on to the SAME Ticket! The feature is pretty useful when you have a customer care with a Front office queue which need to be able to perform an escalation to a Back office queue, or generally speaking voice transfers occur from Level1 to Level2 queues. How it works Agent1 receives and manages a call on the queue1 -> XCALLY shows a new Zendesk ticket pop-up to the agent1 For some reason agent1 needs to forward the call to a second level, so he/she will perform a blind transfer to the queue2 (dialing the number defined in the Dialplan – Inbound – Internal section) Agent2 answers the call on queue2 -> XCALLY shows to agent2 the same ticket pop-up already showed to the agent1 Contact our team for additional info and to get the complete...

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Zendesk Integration – What’s new II

A new really useful feature is that you can associate the Zendesk Integration also to an Outbound Route; in this way a ticket will be created and shown through a pop-up every time an Agent starts a call. You can also set Custom Variables in order to provide to the Agent useful data about the customer…

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Zendesk Integration – What’s new I

Unmanaged Calls Trigger Zendesk Insights   Unmanaged Calls Trigger In addition to the Ringing, Up and Hang up event, it is now possible to create an Integration Trigger associated to the event Unmanaged Calls (when the customer hangs up the call without talking with the agent). The integration will open a ticket containing the customer phone number and basic data about the caller. The ticked can be later recognized looking at the Zendesk Tag=unmanaged, so the supervisors will be able to create proper Zendesk Triggers and Automations to manage the ticket according to their needs.   Zendesk Insights It is now possible to trigger and tag the voice and the unmanaged calls, so to have the Zendesk Insight Reports to show you the call distribution status.  ...

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xCALLY Shuttle new release!

 Improved Dashboard and Real Time sections: new widgets Deep control on the Agents Sessions Integrations: new trigger for Unmanaged Calls and Zendesk Voice Ticket Faster access and rating for the call recordings  Agents can now use their direct phone numbers Call Groups & Pickup Groups Define IVR conditions based on multi-time intervals Please do not hesitate to contact our passionate Team for more information! Get started now – xCALLY Shuttle free...

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