Why might this happen?
Your agent may run into an instance where it is unable to understand a question and cannot provide an answer. This can happen for a few reasons:
- The agent understands the customer's request, but does not know how to handle it. This will happen if the spoken phrase is not associated with any of the request types in your Call Actions. If you are noticing that the agent is often missing a prompt that you would like it to recognize (such as "Do you have parking?"), and add a new Call Action so that the agent can recognize this type of question.
- The agent does not recognize the customer's request. This might happen if there is excessive background noise interfering with what the caller is saying.
How will these cases be handled?
In the event that the agent does not have an answer or does not understand the question asked by a customer, the agent will re-prompt the customer by asking, “I'm sorry, I could not understand. How can I help you?” If the agent is still unable to answer or understand the question, the agent will fallback to the Operator Call Action which you can program the agent to :
- Re-prompt the caller to make the request again
- Forward the caller to the business
- End the call if after several tries, it still cannot understand
By default, the Operator Call Action is setup to route to your business number that you gave when signing up for CallJoy.
How can I track when the agent didn't have an answer to the customer request?
The Insights page and daily email digest will help you see how well your agent is able to handle calls. To read more about this, see How can I learn how well the agent is understanding caller questions?.