Contact flow influencers
We need to extract two different kinds of information from the stakeholders. The first kind of information that we are going to cover is the contact flow influencers. These are items that directly influence the way that the contact flows are created. They are tightly coupled with the customers' experience. In this section, we will cover the following:
- Business hours
- Queues
- Transfers
- Callbacks
- Voicemail
- Integrations
Let's dive deep into each of these categories.
Business hours
The first and probably most important item to cover is business hours. Business hours are necessary because they can dictate how queues will operate when the center is or is not staffed. It's obvious that we will cover how the stakeholder wants calls to be answered during business hours. However, there are several ways you might want to handle calls outside of regular business hours. The stakeholder might want to have the system ask...