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| | * Using the ''Zendesk Screen Pop'' block, you can make the scenario pop a new ticket every time the customer calls/chats, but you don’t have to do it that way. It may be enough to pop the customer’s contact info so you don’t have so many tickets. | | * Using the ''Zendesk Screen Pop'' block, you can make the scenario pop a new ticket every time the customer calls/chats, but you don’t have to do it that way. It may be enough to pop the customer’s contact info so you don’t have so many tickets. |
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| − | == Example Voice Scenario ==
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| − | What follows is the sequence of actions that could occur in a basic voice scenario flow.
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| − | '''Click the following link to download a version of this Zendesk voice scenario example.'''<br>
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| − | [[File:App_Zendesk_Search_and_Pop_(Voice).zip|Download Zendesk Search and Pop (Voice)]]
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| − | '''Action 1: An inbound call comes in, and the customer is prompted for information.'''
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| − | [[File:Collect-Digits-Block.png|200px|Collect Digits scenario block]]
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| − | A customer calls Bright Pattern Support. (For simplicity, service hours verification is omitted, and agent skill requirements are identified by the dialed number.) The customer is greeted with a [[scenario-builder-reference-guide/CollectDigits|Collect Digits]] block with the following prompt: ''Welcome to Bright Pattern support. If you are calling about an existing case and have the case number, please enter it now followed by the pound sign. Otherwise please remain on the line.''
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| − | '''Action 2: The customer does not enter a case number, so the scenario identifies the customer by caller ID.'''
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| − | [[File:Zendesk-Search-Block.png|200px|Zendesk Search scenario block]]
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| − | If the customer does not enter any digits, a [[scenario-builder-reference-guide/ZendeskSearch|Zendesk Search]] block is used to recognize the customer by ANI (Caller ID).
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| − | [[File:zendesk-integration-guide-customer-search.png|thumb|400px|center|Customer identification by ANI]]
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| − | '''Action 3: The customer's data is pulled from Zendesk data and popped to the agent.'''
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| − | [[File:Zendesk-Screen-Pop-Block.png|200px|Zendesk Screen Pop scenario block]]
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| − | If the customer record is found, a [[scenario-builder-reference-guide/ZendeskScreenPop|Zendesk Screen Pop]] block is used to pop the customer record into the Zendesk application of the agent that will receive the call. The call is then sent to the service queue.
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| − | [[File:Zendesk-integration-guide-customer-pop.PNG|thumb|800px|center|Customer record screenpop]]
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| − | '''Action 4: The scenario looks up case/ticket data.'''
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| − | [[File:Zendesk-Search-Block.png|200px|Zendesk Search scenario block]]
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| − | If the ticket number is entered, a [[scenario-builder-reference-guide/ZendeskSearch|Zendesk Search]] block is used to look up the ticket information.
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| − | [[File:zendesk-integration-guide-ticket-search.PNG|thumb|800px|center|Ticket search by ticket number]]
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| − | '''Action 5: The customer is directed to a menu.'''
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| − | [[File:Menu-Block.png|200px|Menu scenario block]]
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| − | A [[scenario-builder-reference-guide/Menu|Menu]] block is then used with the following prompt: ''Thank you. We have found the ticket with subject $(zdTicket.subject). For the status of this ticket, press 1. For any other inquiries, press 2 or stay on the line.''
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| − | '''Action 6: A prompt regarding ticket status is played to the customer.'''
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| − | [[File:Play-Prompt-Block.png|200px|Play Prompt scenario block]]
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| − | If the self-service is selected, a [[scenario-builder-reference-guide/PlayPrompt|Play Prompt]] block is used to inform the customer about the current ticket status: ''The current status of this ticket is $(zdTicket.status). Thank you for your inquiry. Goodbye.'' The call is then marked as self-served and released.
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| − | '''Action 7: The customer's ticket/case information is popped to the agent.'''
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| − | [[File:Zendesk-Screen-Pop-Block.png|200px|Zendesk Screen Pop scenario block]]
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| − | If the customer needs the agent's help, a [[scenario-builder-reference-guide/ZendeskScreenPop|Zendesk Screen Pop]] block is used to pop the ticket to the Zendesk application of the agent who will receive the call. The call is then sent to the service queue.
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| − | [[File:zendesk-integration-guide-ticket-pop.PNG|thumb|800px|center|Ticket screenpop]]
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| − | '''The Complete Voice Scenario'''
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| − | The diagram shown illustrates what a complete scenario looks like when designed in the Scenario Builder application.
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| − | [[File:Zendesk-integration-guide-scenario1.PNG|thumb|550px|center|]]
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| − | == Example Chat Scenario ==
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| − | The following is an example of the sequence of actions that could occur in a basic chat scenario flow.
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| − | '''Click the following link to download an annotated version of this Zendesk chat scenario example.'''<br>
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| − | [[File:App_Zendesk_Search_and_Pop_User_(Chat).zip|Zendesk Search and Pop User (Chat)]]
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| − | [[File:Zendesk-Chat-Pre-Chat-Form-53.PNG|650px|thumb|center|The pre-chat form used in this scenario, as seen by the customer]]
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| − | '''Action 1 (Optional): A customer fills out a pre-chat form with their first name, last name, email address, and a brief message; the brief message should go to the agent.'''
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| − | [[File:Zendesk-Chat-If-53.PNG|225px|If block]]
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| − | [[File:Zendesk-Chat-Set-Variable-53.PNG|225px|Set Variable block]]
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| − | Using an [[Scenario-builder-reference-guide/If|If]] block, the scenario searches the pre-chat form to see if the message field is empty or not. Then, if the field is not empty, the [[Scenario-builder-reference-guide/SetVariable|Set Variable]] block is told to treat what was entered in the field as a chat message; this is done by resetting the value to [[Scenario-builder-reference-guide/Variables#.24.28item.newMessage.29|item.newMessage]].
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| − | [[File:Zendesk-Chat-Scenario-1-53.PNG|800px|thumb|center|If block configuration]]
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| − | While it is not necessary to include a message field on a [[Chat-widget-configuration-guide/ContactTab#Pre-Chat_Form_Configuration|pre-chat form]], you may find it useful for your agents, as well as for reporting purposes.
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| − | [[File:Zendesk-Chat-Scenario-2-53.PNG|800px|thumb|center|Set Variable block configuration containing ''item.newMessage'']]
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| − | '''Action 2: The scenario searches for matching customer information in Zendesk.'''
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| − | [[File:Zendesk-Chat-Zendesk-Search-53.PNG|225px|Zendesk Search block]]
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| − | Next, using a [[Scenario-builder-reference-guide/ZendeskSearch|Zendesk Search]] block, the scenario searches in your Zendesk account for customer information entered on the pre-chat form. In this instance, the block will search in Zendesk for a customer whose email address matches the one entered in the pre-chat form’s email field; the results are returned to the variable entered in the ''Recordset name'' field.
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| − | [[File:Zendesk-Chat-Scenario-3-53.PNG|800px|thumb|center|Zendesk Search block configuration]]
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| − | '''Action 3: The customer information from the Zendesk search is configured to pop to the agent.'''
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| − | [[File:Zendesk-Chat-Zendesk-Screen-Pop-53.PNG|225px|Zendesk Screen Pop block]]
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| − | If the search for a matching customer email address is successful, you will want the search results to pop on the agent’s screen. This is done with the [[Scenario-builder-reference-guide/ZendeskScreenPop|Zendesk Screen Pop]] block. In this example, the variable from the ''Recordset name'' field in the ''Zendesk Search'' block is used to pop the ID of the user (i.e., customer) to the agent. Note that if you want this information to pop, check the box '''Pop screen upon answer'''.
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| − | [[File:Zendesk-Chat-Scenario-4-53.PNG|800px|thumb|center|Zendesk Screen Pop block configuration]]
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| − | '''Action 4: The scenario finds an agent available to take the chat and pop the Zendesk search information to.'''
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| − | [[File:Zendesk-Chat-Find-Agent-53.PNG|225px|Find Agent (Chat) block]]
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| − | Next, the scenario searches for an available agent to receive the chat and the Zendesk search information using the [[Scenario-builder-reference-guide/FindAgent|Find Agent]] block. Note that this block is useful for skill-based routing. In this example, no settings are configured, so the interaction will be routed to the first available agent.
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| − | [[File:Zendesk-Chat-Scenario-5-53.PNG|650px|thumb|center|Find Agent block configuration]]
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| − | '''Action 5: The agent is connected to the chat with the customer.'''
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| − | [[File:Zendesk-Chat-Connect-Chat-53.PNG|225px|Connect Chat block]]
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| − | After finding an available agent, the scenario uses the [[Scenario-builder-reference-guide/ConnectChat|Connect Chat]] block to connect the agent to the customer. It is at this time that the information from the ''Zendesk Search'' block is popped to the agent. Note that in this example no additional settings are configured.
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| − | As a general reminder, the ''Find Agent'' block and ''Connect Chat'' block (or ''Connect Call'' block, if in a voice scenario) are meant to work together. That is, these blocks should be arranged in a scenario with no other blocks between them.
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| − | [[File:Zendesk-Chat-Scenario-6-53.PNG|650px|thumb|center|Connect Chat block configuration]]
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| − | The following image is what the agent sees in Zendesk when the chat is connected and the screen pops with the customer's information.
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| − | [[File:Zendesk-Chat-Zendesk-53.PNG|800px|thumb|center|The agent's view of Zendesk with the chat message from the pre-chat form and the popped search results]]
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| − | '''Action 6: The scenario ends.'''
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| − | [[File:Zendesk-Chat-Exit-53.PNG|225px|Exit block]]
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| − | Finally, when either the agent or the customer ends the chat, the scenario will end; this is defined by using the [[Scenario-builder-reference-guide/Exit|Exit]] block. Bright Pattern generally recommends to always terminate a scenario or scenario branch that should not continue with an ''Exit'' and not rely on the customer to do so. That is, it is good practice to end scenarios and conditional exists because you always want to know what your scenario will do in any given situation. An ''Exit'' block will forcibly terminate the scenario wherever it is used.
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| − | '''The Complete Chat Scenario'''
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| − | The diagram shown illustrates what a complete scenario looks like when designed in the Scenario Builder application.
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| − | [[File:Zendesk-Chat-Scenario-Complete-53.PNG|800px|thumb|center|Example Zendesk chat scenario overview]]
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| − | For more information about scenarios, refer to the ''[[scenario-builder-reference-guide/ScenarioBuilderOverview|Scenario Builder Reference Guide]]''.
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| | </translate> | | </translate> |
