By integrating calls into your intervention workflows, you make your processes more reliable
Calls can be made by a team or by an external company (by creating a dedicated business unit, or by assigning users with the “call center” role). Unlike interventions, which must be performed at a fixed time, calls have date/time availability windows.
Scheduling is performed to prioritize calls, and Cadulis can interface with your call software (such as VocalCom) to automatically trigger dialing. Skills are taken into account to assign calls to the most qualified agents.
To integrate a call into your workflow, you must first create an activity type,
based on the Contact initiation
type (Settings>Catalog>Create a new activity),
then configure the various forms.
To have a call automatically created following an event (creation, closure of an intervention, etc.), you need to configure a trigger in the relevant activity (Settings>Catalog>Operating settings>Triggers).
You can also access all your triggers in the Settings>Triggers menu. With customizable closing forms, you guide the call agent through a questionnaire that evolves based on the answers provided.