Contact center customer experience
This section describes the user experience from the moment a person calls a contact center.
The customer goes through a sequence of activities and call events. Activities and events are taken from the following list and may not involve any biometric operations:
NOTICE: the section refers to two internal Gatekeeper components: Gatekeeper core and the contact center flow component.
Call start
Until a call is initiated, the agent is considered idle and waiting for the next call to come in. Upon receiving a call start event from Nuance Media Manager (the CTI layer), Gatekeeper starts recording the call.
Submit person ID
The agent usually begins a call by authenticating the caller and submitting the person ID to Gatekeeper through the WAC (unless a person’s identity is provided by means of computer telephony integration). Using the person ID, the system knows the person’s enrollment status and can then perform voice biometric operations such as enrollment or verification.
Hold and resume
At any point in the call, either the caller or the agent can put the call on hold and resume it later. Consequently, the flow component can also pause and resume recordings.
Transfer
The agent may need to transfer the person to a third party such as another agent. Whether the transfer is a cold transfer or a warm consultative transfer, once the call transfer is complete, the call ends from the perspective of the first agent.
Conferences
Call conferences occur when three or more parties are connected to the call. Audio is not collected during a conference due to the fact that it is usually impossible to isolate the customer audio from the other agent’s audio. The flow component instructs Gatekeeper to pause the recording as soon as a conference start is detected and only resumes recording once the conference ends.
Call end
Whether voice biometric operations were performed or not, the call ends when either the caller or the agent hangs up. Gatekeeper stops recording when it receives a call end event.