Usage Scenario

Here at IssueTrak, we implemented Screen Pops using Cisco Unified Call Center Express. When a customer calls our service line, they are greeted with the message, "Thank you for calling IssueTrak. If you have an existing issue number please enter it now and press pound. Otherwise, please stay on the line and the next available agent will be with you shortly."

Rounded Rectangle: While on hold, the caller is prompted every few minutes to press "1" if they would like to opt out of the queue and instead leave a voice message. All voice messages for Support trigger our phone system to send an email to our Support Site with the message attached as a wav file. These emails are processed by the Incoming Email Module and an issue is created with the wav file as an attachment.

Whether or not an issue number is entered, the call is immediately added to the queue within the Cisco Agent Desktop (CAD) console displayed on every (Tier One) agent's desktop.

When a team member answers the call, the CAD integrated browser instantly opens the appropriate Screen Pop on their desktop.

If an existing issue number was provided, the details on the Issue View screen are reviewed as the call is answered. An active Support and Maintenance Agreement (Service Contract) is confirmed using the details link. Notes are added (and the issue reopened if closed). If resolution is achieved during the call, the issue will be closed and the solution details entered.

If no existing issue number is provided, the caller and organization details and history are reviewed from the Submit An Issue screen as the call is answered. An active Support and Maintenance Agreement (Service Contract) is confirmed using the details link. If a related issue is found using the caller or organization history links, notes are added to the existing issue (and the issue reopened if closed).

If no related issue is found, a new issue will be submitted on the caller's behalf. If resolution is achieved during the call, the team member simply enters their notes and then uses the Submit and Close button to record the new issue as a first-call resolution.

Since implementing Screen Pops, our callers have responded with interest and enthusiasm at the speed with which we can get right to the purpose of their call. The overall level of service we can provide given the same number of Tier I agents at any time manning the phones has increased. The average length of an incoming call has been reduced by approximately 30 seconds, allowing us to increase the overall volume of calls we can answer and decrease the rate at which they can be answered.