A post-call action is the ability to run a call through an IVR routine when normally that call would be disconnected. A post-call action can be initiated by the agent or can be set by other IVR routines. This may be helpful in situations where, for instance, the caller needs to hear a message or go through some post call survey after the agent is through with the call.
Result codes determine what post-call action to take. Either agents or IVRs can trigger a post-call action by setting the call to a result code with a post-call action prior to hanging up the call. Post-call action IVRs should set the result code to a non-post-call action result code prior to hanging up the call to prevent the post-call action from being re-triggered.
Setting up a Post-Call Action
Result codes are the mechanism that triggers a post-call action. Whatever the result code is at the time the system tries to hang-up the call determines what post-call action to take, if any.
The IVR Part
Since a post-call action is an IVR routine the call is sent to, the first step is to create your post-call action IVR routine. You will need to include a Start IVR element that links to the first IVR element of the IVR routine.
The Result Code Part
Post-call actions are properties of the result code. Go to the result code administrative screen ADMIN > MANAGEMENT > RESULT CODES, find the IVR routine you want to use as the post-call action in the 'Advanced Options' section of the result code configuration and set it:
Note that only the result codes for answer machines and 'contact' type statuses (People, Not Interested, Irate, etc.) are eligible to be configured for a post-call action.
If a result code has been configured to have a Post-Call action then this result code will automatically be a favourite result code, which will be indicated in the list of result codes. For more information on favourite result codes, please see Result Code Guide.
You will also not be able to remove this result code as a favourite whilst it has a post-call action associated to it.
Post-Call Action via Agent
Triggering a post-call action via the agent is like doing a call transfer but requires fewer steps.
The user simply chooses a result code while the call is still connected, from the favourite result codes listed.
A result code will indicate that it has a post-call action by displaying an arrow icon and then a tool tip on hover, showing which IVR is will be routed to.
Once selected the call will be removed from the agent and sent to the post-call action IVR routine.
If the call is disconnected and the agent is wrapping, the result codes will still show that there is a post-call action but will be faded with a tool tip explain that the post call action is not available.
Post-Call Action via IVR
Use any IVR element in the routine to set the result code for the post-call action you want to perform. When the call reaches the end of its routine, it will be sent to the post-call action IVR routine.