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Overflow Manager

The Overflow Manager is a complete tool for managing overflow and your requests

Standard features: management and configuration of overflow

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Bot activation
Activation/        deactivation of the Bot according to time schedule or call volume
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Overflow Analysis
Quantitative analysis of the number of requests processed by the Bot
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Flow management
Sending the overflow data stream for asynchronous processing via email or API
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Integration
Open interface easily integrated into your technical ecosystem

Advanced features: management of overflow and your inventory of requests

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INVENTORY MANAGEMENT REQUESTS
Access to all tickets that are pending or being processed
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ADVANCED ACTIVATION SETTINGS
Adding business rules for a more efficient management of the Bot
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TICKET ALLOCATION
Allocation of requests based on advisor skills
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MANAGEMENT OF REPETITION AND FOLLOW-UP
Sharing the progress of the case in the event of a customer callback to avoid repetition
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RESOLUTION ASSISTANCE
Semi-automated actions such as pre-filled emails, filling in fields, scheduling reminders, etc.
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PERFORMANCE ANALYSIS
Tracking and analysis of the effectiveness of customer request resolutions

The Overflow Manager enables you to control both your Overflow Callbot

and the asynchronous processing of your customer requests

The Overflow Manager Zaion is a complete tool for managing overflow and your requests

Inventory Inquiry

  • View your ticket inventory: view all of your pending and in-progress requests, evaluate the resolution of all archived requests
  • Advanced filters: search all transcripts by keyword or metadata of the conversation (like IDs, phone number, purpose, skills) or by agent expertise
  • Actions: view details, listen to the recording, process the ticket in pull mode

Request details

  • Overview of the conversation and identification of who is speaking
  • Resolution tools: choice of resolution method with semi-automated actions: sending pre-filled emails, scheduling customer callbacks for processing, filling in information
  • Details and history: view all data related to requests (priority level, dedicated advisor, previous tickets related to the customer), view activity history
  • Comments on requests to share information with other stakeholders
The Overflow Manager Zaion is a complete tool for managing overflow and your requests