Agents can be alerted about key information pertaining to the customer calling in. This information can be collected via data dip scripts based on the information provided by the customer in the IVR.
There can be up to three alerts that can be passed to the agent through the IVR script. The alerts contain a subject and a body. The key values can be set as such below:
ivr.putReportField("IVR_ALERT_SUBJECT_1", "Customer is past due on payment")
ivr.putReportField("IVR_ALERT_BODY_1", "Customer is past due on payments. Grace period of 15 days is permissible")
ivr.putReportField("IVR_ALERT_SUBJECT_2", "Rental equipment not returned")
ivr.putReportField("IVR_ALERT_BODY_2", "Rental equipment is not returned. Notify customer to return within 20 days to avoid penalty")
ivr.putReportField("IVR_ALERT_SUBJECT_3", "Customer is a Tier 1 customer")
ivr.putReportField("IVR_ALERT_BODY_3", "This customer is a premium customer. Notify supervisor for any escalations")
The image below shows an example of setting three alerts for the agent about a customer.