Software

Call Disposition

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A call disposition, or describing the outcome of a call, provides valuable data for managers to optimize both sales and customer support performance. By using a robust VoIP system, one can be given specific outbound, inbound, or transaction codes; these allow a user to indicate what the call is about or the brand involved (before the call is started) or determine the success of the call (sale complete, out of stock). Terminology can be different depending on which CSM or VoIP service you use, however, the basic structure and features remain the same.

In this post, I will discuss some options for enabling call disposition while using 8×8 Virtual Contact Center and Zendesk.

I have been trying to figure out the most optimal way to collect call data; ensuring this process is as simple as possible for our customer service agents is of utmost importance.

Currently, our 8×8 VCC inbound, outbound, queued callback, and voicemail calls automatically create tickets within Zendesk. The voicemail tickets provide a significant amount of useful information such as the brand, length, customer, and a downloadable recording of the call. For all other call logs, the data that is automatically sent to Zendesk is somewhat lacking in content.

Option 1: Zendesk Ticket Forms

I figured the first step would be to see if our agents could just fill out a call disposition in the Zendesk tickets from 8×8. So, I created a customer service ticket form, which is auto-applied to 8×8 call tickets and asks if the sale is completed or if the issue has been resolved. I also used conditional fields, where if the answer to one of the above questions is ‘no,’ it will show a drop-down list of the reasons why.

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While this would have at least allowed us to collect post-call data, relying on our agents to perform this step after each call was something that I wanted to avoid. There has to be a method to auto-extract more data from 8×8, right?

Option 2: API Editing

I figured API editing might do the trick but unfortunately, I ran into some pricing concerns (wasn’t free, even if I did the work). Below, is my first draft of code that ‘might’ allow more data to be generated, but I never had a chance to test it out.

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Option 3: 8×8 Transaction Codes

Within 8×8 VCC, you can create transaction codes; this allows agents to select a few options after a call is completed by using the 8×8 VCC GUI (without navigating to the ticket in Zendesk). So, I created a few codes and separated them into two code lists, Sales and Service. When a call is finished, the agent will be shown the correct code list based on the queue it was received in.Blog 4 Service CodesBlog 3 Sales Codes

The codes seem to be working; however, I am unsure where the data is sent or accessible from. If the codes the agent selects after a call get forwarded to the existing auto-created ticket in Zendesk, I could then create triggers to sort the calls based on a wide range of parameters (this would be awesome). If the data is only visible in 8×8’s analytics and reporting systems, I suppose I could make it work, but as Zendesk is the heart of our entire company’s internal and external digital communication structure, I would love if the data was accessible there as well.

Regardless of the direction we wish to choose, there will have to be many changes to CS agent workflow. Do we make it mandatory to perform a call disposition? How much time do we give them to complete it? If we do use Zendesk to get custom ticket field/form-data, is it worth upgrading to Zendesk Explore Professional (can’t run custom reports in the Lite version)? Who is going to use the information collected from each call disposition, and for what purpose? Finally, how much is CS going to hate me once I enable this feature?

At this point, I have more questions than answers; however, I at least have multiple methods to demonstrate during our next meeting.

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